Heathgrove Lodge Care Home

Heathgrove Lodge Care Home is a residential care home providing personal and nursing care to up to 33 people. The service provides support to older people some of whom are living with dementia. At the time of our inspection there were 16 people using the service.

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

There had been a change in provider and management changes since the last inspection, which affected the overall service management. The provider had been working to improve the quality and safety of the service. They had commissioned an external quality assurance team and continue to work with the local authority quality assurance team. The new registered manager was in the process of getting to know the service, introducing new systems and processes, and a clearer structure with more effective monitoring and accountability. However, these changes had yet to be fully established and embedded.

The décor and layout of the building was not adapted to meet people's needs. The service was not dementia friendly, was not easily accessible to people with mobility needs and did not encourage and promote independence and social interaction. People remained dependent on staff to take them to other parts of the service when needed.

People were at risk of social isolation because the provider did not ensure people who spent time in their rooms had opportunities for social engagement. We have made a recommendation about this.

People were safe living at the service and relatives felt their family members were kept safe. Staff understood their responsibilities to raise concerns and report incidents or allegations of abuse. They felt confident issues would be addressed appropriately.

People were supported by staff who had been checked to ensure they were safe to work at the service and there were sufficient staffing levels in place. People told us they did not have to wait long for staff support when using their call bells. Staff had received a range of training and development. Supervision to support and monitor practice was undertaken.

The staff team followed procedures and practices to control the spread of infection and keep the service clean. There was an emergency plan in place to respond to unexpected events. The premises were well maintained although some areas needed redecoration.

People were able to access healthcare professionals such as their GP. The service also worked with other health and social care professionals to provide effective care for people. People were supported to access appropriate food and fluids and meals were described as being good.

People told us they were happy with the care they received, and staff were kind and helpful. People's choices were considered when providing care and their views were taken on board. Staff had a good understanding of people as individuals and people were treated with dignity and respect.

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.

Relatives felt the management of the service was improving and that they could approach the registered manager and staff with any concerns. Staff felt the management was open with them and communicated what was happening at the service and with the people living there. The management team appreciated staff contributions and efforts during the pandemic to ensure people received the right care and support.

Improvements to audits and management oversight of the service were being put in place by the new registered manager and these needed more time to have a positive impact on the service.

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 the service under the previous provider was requires improvement, published on 31 August 2019.

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.

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

Enforcement

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to monitor the service and will take further action if needed.

We have identified a breach in relation to premises at this inspection.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.

We found the following examples of good practice.

People were supported to stay in regular contact with their family and friends, who were able to visit with no undue restrictions. Staff made sure this was done in a safe way. Family and friends who were not able to visit, kept in touch with people through video and telephone calls.

The registered manager ensured current government guidelines in relation to COVID-19 were being followed by staff and visitors to reduce the risk of infection to people living at the home. This included comprehensive checks for visitors on arrival.

There was a system in place to record individuals COVID-19 vaccination status and COVID-19 test results. Detailed and up-to-date policies and procedures were in place.

The provider had been able to maintain staffing levels to make sure people experienced the same level of service. Staff had been trained in COVID-19, infection prevention and control (IPC) and in the use of personal protective equipment (PPE). There were enough supplies of PPE and there were designated areas for donning and doffing this. Handwashing facilities were easily accessible to people, staff and visitors.

The environment was clean and hygienic. Enhanced cleaning took place on a daily basis. Communal spaces were well ventilated and used creatively to ensure people could continue to interact with each other and staff in a safe way.