Lenore Care Home

Updated 5 May 2022

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 was carried out by one inspector 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

Lenore 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.

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.

At the time of our inspection there was a registered manager in post.

Notice of inspection

This inspection was unannounced.

What we did before the inspection

We reviewed information we had received about the service. We sought feedback from the local authority and 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 eight people and three relatives about their experience of the care provided.

We observed interactions between staff and people in communal areas. We spoke with six members of staff including the registered manager, care staff and domestic staff. We reviewed a range of records. This included four people's care records and 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 contacted two further health and social care professionals.

Updated 5 May 2022

About the service

Lenore care home is based in Whitley Bay and provides accommodation for up to 23 people with mental health issues, who require assistance with personal care and support. At the time of our inspection 23 people were using the service.

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

People enjoyed living at Lenore. They followed their interests, were supported and enabled by staff who had positive outlooks on care.

Risks to people's health and safety were clearly assessed, reviewed and actions were in place to reduce risks. The provider had clear safeguarding policies and systems in place. Staff understood these and worked openly with external partners to keep people safe. Lessons learned and reflective practice followed any serious incidents.

The environment was clean and safe. The provider was refurbishing the home to make improvements. These made infection prevention and control easier, and gave people more choice.

Staff were recruited safely, with pre-employment checks in place. They were supported with a range of ongoing training specific to people’s needs, supervision and competence checks.

Medicines were managed safely by suitably trained staff. Systems and process were well established to ensure good practice was in place.

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’s nutritional needs were well supported. There were some healthy eating initiatives in place.

People felt at home and had a strong rapport with staff. Staff worked hard to ensure people received the right care and support, and felt included.

Activities had reduced during the pandemic. The majority of people were enjoying accessing the community again. The registered manager planned to have an activities champion in place to help people plan their goals and activities.

The registered manager had built positive working relationships with external healthcare professionals. Feedback from external specialists was strong.

Systems were in place for sharing key information on a daily basis, such as a whiteboard and handovers.

The registered manager was supported by the provider to maintain oversight of the service.

The registered manager needed to improve their knowledge of all incidents that required notification to CQC. We have made a recommendation about this.

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

Rating at last inspection

This service was registered with us on 24 May 2019 and this is the first inspection.

The last rating for the service, under the previous provider, was good published on 14 September 2017.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

Follow up

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