Torrwood Care Centre

Updated 2 September 2021

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.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

The inspection team consisted of two inspectors and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

Torrwood Care Centre 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 inspection

We reviewed information we had received about the service since the last 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 four people who used the service and one relative about their experience of the care provided. We spoke with eight members of staff including the registered manager, area manager, assistant manager, nursing staff, care workers and the activity coordinator.

We reviewed a range of records. This included five people’s care records and multiple medication records. We looked at three staff files in relation to recruitment. A variety of records relating to the management of the service were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records.

Updated 2 September 2021

About the service

Torrwood Care Centre is a residential care home providing personal and nursing care to 76 people aged 65 and over at the time of the inspection. The service can support up to 82 people in one purpose built building.

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

At our last inspection we found that the service did not always obtain consent in the correct way. People were not always protected from risks and governance systems did not always identify and mitigate risks. At this inspection we found improvements had been made.

People we spoke with were positive about living at the home. They told us they felt safe and well-looked after by the staff team. There was a relaxed and friendly atmosphere at the home. We observed staff were warm and respectful when speaking to people, and people were relaxed and comfortable with the staff. Risks to people had been assessed and guidance was in place for staff to reduce risks. The environment was well-maintained and regular checks carried out to ensure the environment remained safe. When accidents or incidents occurred these were reported and actions put in place to reduce reoccurrence. The provider had systems in place identify and report any concerns about abuse; staff were trained in safeguarding and knew how to report concerns.

People’s care needs were assessed and care plans developed based on these needs. People’s social emotional and spiritual needs were considered alongside any physical or nursing needs. People were supported to make their own decisions wherever possible. Staff were trained and supervised and had been recruited safely. Nursing staff had the opportunity to undertake additional training in areas of interest.

Staff spoke about people with respect, warmth and knowledge. We observed they supported people discreetly and protected their dignity and independence.

People were supported to stay in touch with family members. During the pandemic the provider had arranged video calls and relatives were kept informed. There was a range of activities for people to attend. Staff had introduced a system which enabled them to produce a newsletter for people from family social media posts.

The provider had a system in place to monitor the quality and effectiveness of the service. However, we found the system to monitor repositioning for people at risk of pressure ulcers was not robust. We raised this at inspection and staff took immediate action. Staff morale was good, and we were told the team was supported. Staff felt they could approach nursing staff or the registered manager with any concerns. People had access to external professionals such as chiropodists and physiotherapists.

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. Staff understood that people were best able to take decisions at varying times. Where people had decisions made in their best interests this was documented.

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

Rating at last inspection and update: The last rating for this service was requires improvement (published 30 November 2019) and there were three breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

This was a planned inspection based on the previous rating.

The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.