Vale View Heights

Updated 21 June 2023

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 Health and Social Care Act 2008.

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 2 inspectors, 2 assistant inspectors, a Specialist Advisor 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

Vale View Heights is a ‘care home’. People in care homes receive accommodation and nursing and/or personal care as a single package under one contractual agreement dependent on their registration with us. Vale View Heights is a care home with nursing care. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was not a registered manager in post. A peripatetic manager was overseeing the management of the service with the support of senior leaders. A manager was appointed during this inspection process, and they began the registration process.

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, including information shared with us by the local authority. We reviewed monthly reports and regular updates that the service had sent us. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with 7 people, 11 relatives and 13 staff including the peripatetic manager, project manager, quality manager and provider. We reviewed 4 people’s care records in detail and sampled a further 7 people’s care records. We reviewed records relating to recruitment, training and supervision, maintenance, premises management, complaints, and governance. We received feedback from 3 health professionals.

Updated 21 June 2023

About the service

Vale View Heights is a residential care home providing personal and nursing care to 32 people at the time of the inspection. The service can support up to 55 people. The service provides accommodation over two floors in a large, extended building set in mature grounds with views over the Sid Valley. Many bedrooms have en-suite facilities, and some have patio areas or balconies overlooking the gardens.

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

There had been several changes within the management team since our last inspection. People’s relatives told us they had found the changes in management impacted the leadership of the service. One relative said, “There has been some lack of leadership and a high staff turnover.” A second relative told us, “They seem to change the managers a lot.” Health professionals told us communication issues had been causing concern for some months and were exacerbated by the changes in management and contact from additional support managers, because health professional were not clear who was responsible for what or who they should communicate with. At the time of this inspection staff were taking action to improve partnership working. One health professionals told us, “We are now starting to see some improvements.”

A new manager, who had already been working at the service for an extended trial period, was appointed during this inspection. People, relatives, staff, and health professionals all told us they had seen improvements over recent months. One member of staff said, “It’s going better now, we’ve got more staff and the new managers have bought a few changes so it’s so much better now.” Another staff member said, “The quality of the care is better now it is under new management, it’s going very well.”

People, staff and relatives told us the culture of the service was improving. One relative said, “It’s friendly and welcoming, [Name] always talks positively about the home.” A second relative said, “The atmosphere is a lot better, more friendly.”

Systems to monitor quality performance continued to develop and embed. There was evidence these systems were now identifying where improvements were required, and progress was being monitored in a systematic way.

People’s risks were assessed and regularly reviewed, and care plans accurately reflected people’s level of risk. People’s pressure areas were well managed and weekly clinical governance meetings were held to review people’s risks. Medicine administration systems were well managed, and people received their medicines as prescribed. People and their relatives told us they felt safe. One relative said, “I feel [name] is safe at the home.” Another relative said, “[Name] is safe, the carers are very nice.”

Incidents and accidents were regularly reviewed to identify any actions that could be taken to minimise the risk of the same thing happening again. Staff were recruited safely and there were enough staff to meet people’s needs. Systems were in place to ensure the safety of the premises was well managed.

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 needs had been assessed and care plans contained information about people’s health needs, and how staff should support them. Care plans included a detailed summary which gave staff a good overview of people’s needs, for example if they needed assistance to mobilise or required a modified diet. We received positive feedback about the quality and variety of the food. One person said, “The food here is excellent.” Another person told us, “The food is excellent, and they ask us to recommend meals we like, for us to add them on the menu.”

Systems were in place to ensure staff completed appropriate training and new staff completed mandatory training prior to starting work. One staff member said, “The training is good, and quite exciting, they are all very helpful.” Staff were supported with regular supervision.

People were supported to stay active, to develop and maintain social relationships and to take part in a range of social activities. Organised group activities included exercise classes, music, bingo and a weekly quiz and equipment was provided for people to maintain personal hobbies, such as painting and pottery. Children from a local playgroup made regular visits during the school holidays. One person said, “I come alive when the little people visit.”

The home’s minibus was used for regular outings, and staff organised surprises and events around people’s individual interests. For example, one person had sung with a local chamber choir for many years before moving to Vale View Heights. Staff organised for the choir to visit the home and perform for the person’s birthday celebrations. Their relative told said, “It was amazing.”

People’s relatives told us care was provided in line with people’s personal preferences. One relative said, “[name] goes to bed and gets up when she prefers.” A second relative said, “They make their own choices.” A ‘resident of the day’ system was in place. Senior staff from each department completed an information return with the person which was collated and used to update care plans. This included information about food preferences, maintenance requirements or any person specific issues. People’s families were asked to contribute to the review and updated with any changes.

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 (25 January 2022).

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.

At our last inspection we recommended the provider ensure all care plans fully reflect people’s assessed needs and choices. At this inspection we found improvements had been made.

Why we inspected

We carried out an unannounced comprehensive inspection of this service on 17 and 25 November 2021. Breaches of legal requirements were found. The provider completed an action plan after the last inspection to show what they would do and by when to improve safe care and treatment, consent, and good governance.

We undertook this focused inspection to check they had followed their action plan and to confirm they now met legal requirements. This report only covers our findings in relation to the Key Questions Safe, Effective, Responsive and Well-led.

For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating. The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.

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.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Vale View Heights on our website at www.cqc.org.uk.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.