Sussex House Care Home

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

The service was well managed. A range of checks were completed to maintain and improve standards. Feedback was obtained form people to help identify areas for improvement. Relatives raised concerns they were not routinely asked for their feedback. The registered manager acknowledged there was scope to widen input about the service and to better evaluate information received. Staff told us they felt engaged and involved with service development. They told us they would not hesitate to raise any concerns including whistleblowing any bad practice. Staff received good induction to their roles and felt everyone was treated fairly with respect.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff knew the visions and values of the service and told us they were involved in service planning. The registered manager had a clear understanding of the need to ensure all people in the service were treated equally without discrimination.

Staff had completed associated training and accessed an equality and diversity policy for additional guidance.

Staff told us they felt supported by the registered manager and managers were visible in the service. Comments from staff included, “The managers are really good and supportive.” “The registered manager is very supportive and encourages you to develop in your role.”

Management oversight of training and recruitment processes ensured these were up to date. A new member of staff told us the induction process was very thorough and they felt confident to start working in the service. Action plans were reviewed from team meetings and the manager worked hard to instil and promote a good culture.

Staff told us they felt confident speaking up if they had any concerns and felt they would be supported by the registered manager.

Staff had access to a whistle blowing policy with a good understanding of how to whistle blow any concerns associated with bad practice if they needed to.

Staff told us the registered manager was very supportive and everyone was treated fairly. A staff member said, “She [registered manager] goes out of her way to support us, I have a lot of time for them.”

Supervision and appraisals were in place for staff to raise any issues which included flexible working arrangements. Staff had access to a bullying and harassment policy in support of their roles and responsibilities.

Staff had a good understanding of what was involved within their role. The registered manager told us they used a range of audits and checks to monitor service standards and implement any required imprivement action plans.

Audits were completed to a satisfactory level and the provider had regular meetings with the registered manager to discuss outcomes and action plans. Information was submitted to the CQC as required.

People told us they received questionnaires to complete and had regular resident meetings. However, relatives did not feel they were always engaged with by the service.

Staff and the registered manager told us they worked with a range of community services, including GP’s, district nurses, social workers, dentists, and the mental health team.

Professionals we spoke with told us staff were very attentive and always engaged with them when needed. One professional told us staff were very proactive and encouraged their client to be independent. One professional said, “It always feels quite nice when you go there.”

Staff worked well with community services to ensure people’s care was streamlined. Referrals were submitted in a timely manner to ensure care was seamless.

Staff told us they receive questionnaires about service improvement. A staff member also told us residents receive them and they would support residents to complete them.

The provider completed questionnaires with staff and people who used the service, however, had not put together any analysis of those or produced action plans to support further learning. The registered manager had regular meetings with the provider to review and improve the quality of the service.