Queens Court is registered to provide accommodation for up to 55 people who require personal care. Nursing care is not provided. At the time of our inspection there were 51 people living in the home. The home is located in the village of Bottisham, near Cambridge. The home is divided into four units, Windsor, Osbourne, Balmoral and Sandringham. Shops and other amenities are a short walk away. The home has wheelchair access for those who may require this.This unannounced inspection took place on 18 April 2017.
There was a registered manager in place. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
Action had been taken to minimise the risks to people. Risk assessments identified risks and provided staff with the information they needed to reduce risks were possible. Staff were following the correct procedures when administrating, recording and storing medication so that people received their medication as prescribed. Staff were aware of the procedures to follow if they thought anyone had been harmed.
Staff were only employed after they completed a thorough recruitment procedure. There were enough staff on shift to ensure that people had their needs met in a timely manner. Staff received the training they required to meet people’s needs and were supported in their roles.
The CQC is required by law to monitor the Mental Capacity Act (MCA) 2005, Deprivation of Liberty Safeguards (DoLS) and to report on what we find. The provider had completed some capacity assessments and DoLS applications. The provider could demonstrate how they supported people to make decisions about their care and the principles of the MCA were being followed.
Staff were highly motivated to provide care that was kind and compassionate. They knew people well and were aware of their history, preferences, likes and dislikes. People’s privacy and dignity were respected. A “Seize the day” initiative had been implemented which gave people the opportunity to try something they had always wanted to do. Staff spoke enthusiastically about the opportunities that they had been given and said that people had really enjoyed the experiences that had been created for them.
Staff monitored people’s health and welfare needs and acted on issues identified. People had been referred to healthcare professionals when needed. People were provided with a choice of food and drink that they enjoyed. People were given the right amount of support to enable them to eat and drink.
There was a varied programme of activities including in- house group activities, one-to-one activities, entertainers and trips out. Staff supported people to maintain their interests and their links with the local community to promote social inclusion.
Care plans gave staff the information they required to meet people’s care and support needs. People receive support in the way that they preferred and met their individual needs.
There was a complaints procedure in place and people and their relatives felt confident to raise any concerns either with the staff or manager. Complaints had been dealt with appropriately.
There was an effective quality assurance process in place which included obtaining the views of people that lived in the home and their relatives. Where needed action had been taken to make improvements to the service being offered.