Gwen Walford House

Updated 26 March 2020

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection team consisted of one inspector and a specialist advisor who was a specialist in dementia nursing care.

Service and service type

Gwen Walford is a ‘care home’. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was unannounced.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. This information helps support our inspections. We used all of this information to plan our inspection.

The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.

During the inspection

We spoke with nine people who used the service and five relatives about their experience of the care provided. We spoke with 12 members of staff including the Director of Quality Assurance, the Compliance Manager, the operations manager, registered manager, clinical lead, team leader, senior care staff, and care staff. We also spoke with a visiting health professional, who regularly visited the service. We used the Short Observational Framework for Inspection (SOFI). SOFI is a way of observing care to help us understand the experience of people who could not talk with us.

We reviewed a range of records. This included nine people’s care records and multiple medication records. We looked at two staff files in relation to recruitment. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at quality assurance records. We had feedback from a professional who was working with the staff team.

Updated 26 March 2020

About the service

Gwen Walford is a nursing home providing personal and nursing care to 26 people aged 65 and over at the time of the inspection. The service can support up to 30 people. Gwen Walford House offers full-time convalescent, residential and palliative care to residents with a dementia related illness or to those who require general nursing care.

People’s experience of using this service and what we found

People were supported by staff who understood how to keep them safe and protect them from avoidable harm. People had their risks assessed and staff had up to date guidance to keep people safe. Staffing levels were under review to ensure sufficient staff were deployed effectively to meet people's needs. People received their medicines regularly and systems were in place for the safe management, supply and disposal of medicines. Staff understood how to manage infection control risks and followed best practice. Incidents and accidents were investigated, and actions were taken to reduce the risk of recurrence.

People's needs were assessed, and care was planned and delivered to meet legislation and good practice guidance. Staff were trained and knowledgeable about people's needs and wishes. People enjoyed their meal time experiences and were encouraged to eat well. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People were supported by caring staff who knew people well. People and their relatives were included and involved in how their support was planned. Their feedback was encouraged and listened to. People's privacy was respected, and their dignity maintained.

People were assisted by staff who supported them as an individual and understood their needs and wishes. Staff spent time with people, and there was a program of interesting events for people to join if they wished. Complaints were investigated, and outcomes agreed, and improvements made when needed. When people needed support at the end of their lives staff were skilled in caring for them and had links with community support.

The registered manager and their management team were open, approachable and focussed on providing person centred care. Systems were in place to monitor the quality of care provided. Improvements were planned and driven through to provide continuous improvement. Staff said they were well supported and encouraged to share ideas for improvements. The registered manager and staff had established community links to improve people’s well-being.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was good (published 2 September 2017)

Why we inspected

This was a planned inspection based on the previous rating.