Kingfishers

Updated 17 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 was undertaken by one inspector, one assistant inspector, a specialist nurse advisor in the care of older people 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

Kingfishers 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 any professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with 15 people who used the service and 11 relatives about their experience of the care provided. We spoke with 18 members of staff including the provider, registered manager, facilities manager, clinical manager, registered nurses, student nurse, trainee nursing associate, seniors care leads, health care assistants, companions, waitress, chef and the gardener.

We reviewed a range of records. This included eight people’s care records and multiple medication records. We looked at three staff files in relation to recruitment and staff supervision. 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 training data and quality assurance records. We spoke with four professionals who regularly visit the service.

Updated 17 March 2020

About the service

Kingfishers is a residential care home providing personal and nursing care to 59 people aged 18 and over at the time of the inspection. The service can support up to 62 people.

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

People felt safe living at Kingfishers and they were very much at the heart of the service. We received consistent positive feedback from people, their relatives and health professionals. People received outstanding care that was based around their individual needs and that ensured care was personalised and responsive.

People continued to receive outstanding end of life care and people experienced a comfortable and dignified death.

Staff working at Kingfishers understood the needs of people using the service and supported people in an exceptionally personalised way. Staff knew people well and we saw that care was provided respectfully and sensitively, considering people’s different needs. The impact this had on people was outstanding and had resulted in people living an active life with choice evident throughout.

There was a proactive support system in place to enable staff to develop their knowledge and skills and motivated them to provide a quality service. The provider continued to seek to improve people’s care, treatment and support by working in partnership with health and social care specialists to implement best practice.

The home had developed excellent links with the local community and charities and had a strong ongoing relationship that worked together in supporting the home and charities and involved the people living at Kingfishers.

The culture of the home was based on core values which related to promoting people's independence, recognising their individuality and providing the care and support in a way that embraced people's culture and diversity.

There were sufficient numbers of qualified, skilled and experienced staff deployed to meet people’s needs. Staff were not hurried or rushed and when people requested care or support, this was delivered quickly. The provider operated safe and effective recruitment procedures.

People were cared for by a motivated and well-trained staff team, who always put people first. Staff received regular support and received regular one to one sessions of supervision to discuss areas of development. Staff informed us they completed a wide range of training and felt it supported them in their job role. New staff completed an induction programme before being permitted to work unsupervised.

Medicines were stored and administered safely. Clear and accurate medicines records were maintained. Training records showed that staff had completed training in a range of areas that reflected their job role.

Mealtimes were positive and sociable experiences. People were supported with their nutritional needs when required. People received varied meals including a choice of fresh food and drinks. Staff were aware of people’s likes and dislikes.

People received a high standard of care because staff were led by an experienced and proactive registered manager. The staff team were highly motivated and enthusiastic, and committed to ensuring each person had a good quality of life.

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.

The culture of the service was open, transparent and progressive. All the staff were committed to continuous improvement of the service and individual care. People using the service, their relatives and the staff felt valued.

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 outstanding (published 22 June 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

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.