This inspection took place on 11 February 2015 and was unannounced.
Hayes Park Nursing Home is a care home that provides residential and nursing care for up to 49 people. The home specialises in caring for older people including those with physical disabilities, people living with dementia or those who require end of life care. At the time of our inspection there were 38 people in residence. There were a number of people for whom English was not their first language.
A registered manager was in post. 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.
People told us that they felt safe. People were well cared for, felt safe with the staff that looked after them and protected them from harm and abuse. People’s care and support needs had been assessed and people were involved in the development of their plan of care. People told us they were satisfied with the care provided.
Staff were recruited in accordance with the provider’s recruitment procedures that ensured staff were qualified and suitable to work at the home. We observed there to be sufficient staff available to meet people’s needs and that they worked in a co-ordinated manner. Staff were knowledgeable about their responsibilities and trained to look after people and protect them from harm and abuse.
People received their medication as prescribed and their medication was stored safely. Staff were appropriately trained in medicines management and their competency assessed to ensure people’s medicines were managed properly to maintain their health and wellbeing.
People lived in a homely and comfortable environment that promoted their safety, privacy and wellbeing.
Staff received an appropriate induction and ongoing training for their job role. They had access to people’s care records and were knowledgeable about people’s needs and things that were important to them.
The management team and staff knew how to protect people under the Mental Capacity Act, 2005 and the Deprivation of Liberty Safeguard (DoLS). We observed that staff gained consent before care and support was provided. The principles of the MCA Code of Practice about people’s freedom were followed which promoted people’s rights and choices about their care and treatment.
People were provided with a choice of meals that met people’s cultural and dietary needs. There were drinks and snacks available throughout the day and night. We saw staff supported people who needed help to eat and drink in a sensitive manner. The catering staff were provided with up to date information about people’s dietary needs and requirements.
People’s health needs had been assessed and met by the nurses and health care professionals. Staff sought appropriate medical advice and support form health care professionals when people’s health was of concern and had routine health checks.
People spoke positively about the staff’s attitude and approach. They felt staff were kind and caring. Their privacy and dignity was respected in the delivery of care and their choice of lifestyle. Relatives we spoke with were also complimentary about the staff and the care. People gave examples of how they were supported to express their views in how they wished to be supported and that staff listened and respected their wishes.
We observed staff to be kind, caring and respected people’s dignity and privacy, which promoted their wellbeing. Staff had a good understanding of people’s care and cultural needs. Staff told us that they had developed good relationships and were converse with people using their first language which was not English.
People told us that they were supported by staff to pursue their hobbies and interests that were important to them. These included their cultural and religious needs and maintain contact with family and friends. Visitors were welcome without undue restrictions. This protected people from social isolation.
People were confident to raise any issues, concerns or to make complaints. People had access to an independent advocacy services if they needed support to make comments or a complaint. People said they felt staff listened to them and responded promptly if there were any changes to their health needs and wellbeing.
Staff told us they had access to information about people’s care and support needs and what was important to people. Staff were supported and trained for their job roles to ensure their knowledge, skills and practice in the delivery of care was kept up to date. Staff knew they could make comments or raise concerns with the management team about the way the service was run and knew it would be acted on.
The registered manager understood their responsibilities and demonstrated a commitment to provide quality care. They had an ‘open door’ policy to encourage feedback from people who used the service, relatives of people who used the service, health and social care professionals and staff. The provider had developed opportunities for people to express their views about the service. This included the views and suggestions from relatives of people using the service and health and social care professionals to develop the service.
There were effective systems in place for the maintenance of the building and equipment which ensured people lived in an environment which was well maintained and safe. Internal audits and checks were used to ensure people’s safety and their needs were being met. The quality of the service provided was monitored and action was taken to address any deficiencies found. The registered manager reported the service’s performance to the provider who also monitored the quality of care provided.