The Friendly Inn

Updated 22 July 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 was undertaken by three 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

The Friendly Inn 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 registering with us in February 2020. We sought feedback from the local authority 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 11 people who used the service and three people’s relatives. We spoke with 15 members of staff including the cook, the deputy manager, domestic assistants, care assistants, the registered manager and the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We also 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, including five people's care and medication records to see how their care and support was planned and delivered. We looked at records related to how the service operated and was managed. We also reviewed three staff files to check staff had been recruited safely.

Updated 22 July 2021

About the service

The Friendly Inn is a residential care home providing personal care to up to 30 people. At the

time of our inspection 26 people lived at the home and two people were in hospital. Some of those people lived with dementia.

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

People felt safe living at The Friendly Inn. Staff and the management team knew how to keep people safe and protect them from abuse. The management team demonstrated a proactive approach to risk reduction and took action when needed to prevent accidents and incidents recurring.

Staff were recruited safely. Enough staff were on duty to meet people’s needs during our visit and some new staff were being recruited. People received their medicines when they needed them and medicines were administered, stored and disposed of safely.

The home was clean, and the provider's infection prevention and control measures were effective. The environment was dementia friendly in line with best practice. A range of communal areas including a well-maintained garden was available for people to enjoy.

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 and their relatives had confidence in the ability of staff to provide effective care. Staff completed an induction when they started work and completed ongoing training to help them provide effective care to people. People liked the food available and their dietary needs were met. People had access to healthcare professionals when needed which supported them to live healthier lives.

People received personalised care and the staff team demonstrated a shared commitment to providing good care. People liked the staff and we saw staff treated people with kindness. People’s right to privacy was respected, their independence was promoted, and their dignity was maintained.

People were happy with the social activities available to occupy their time and they had been supported to keep in contact with people who were important to them during the COVID-19 pandemic.

People and relatives spoke positively about the management team and action was being taken to improve staff morale. Good governance was embedded, and managerial and provider oversight of the service was good. The registered manager understood their responsibilities and kept their knowledge of legislation and best practice up to date. Staff understood what the management team expected of them.

People and their relatives knew how to complain. Feedback was welcomed and was used to drive forward improvement and learn lessons. The management team welcomed our inspection and understood the need to be open and honest if things went wrong.

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 07/02/2020 and this is the first inspection.

Why we inspected

This was a planned inspection to provide a rating for the service.

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.