All inspections: Freeland House Nursing Home

Freeland House is a 101-bed residential and nursing care home for older people some of whom lived with dementia. We completed this assessment in response to concerns we had received. This assessment included a site visit to the service by 3 inspectors and an Expert by Experience on 12 March 2024. We looked at 10 quality statements. People’s dining experience varied. Whilst some people experienced a positive dining experience, others where not always supported with their nutritional needs as expected. There was a disconnection between the care staff and kitchen staff. Kitchen staff were not always aware of some people's dietary needs such as diabetics despite information having been given to them. The provider took immediate action to address the concerns and were continuously looking to improve people’s experiences. Whilst some staff felt confident to speak up, others did not due to personal relationships within the management team. There was no clear process in place for staff to follow when there were personal relationships within the management team which could deter staff from raising concerns. The provider took action and updated their policy to ensure that staff could speak up when they needed to. People told us they felt safe living at the service. Staff knew how to identify and report any concerns. Safe staffing levels were maintained, and the home was only using agency staff to cover short notice absences. The provider had safe recruitment and selection processes in place. Risk assessments and management plans were in place and risks to people's safety and well-being were managed through a risk management process. Evidence showed accidents and incidents were managed safely and lessons were learnt. People, staff and relatives told us they found the management team approachable and visible in the home. There was a clear management structure which aided the smooth running of the home. The provider had effective quality assurance systems.

What life is like for people using this service:

People received compassionate support from kind and committed staff. People complimented the support received and told us they formed meaningful, caring relationships with the staff. Staff knew what was important to people and ensured people had support that met their needs and choices. People’s dignity, confidentiality and privacy were respected and their independence was promoted.

People received support that met their needs and was in line with care plans and good practice. People’s rights to make own decisions were respected. People were supported to maintain good diet and access health services when required.

The registered manager ensured people received safe care and treatment. People complimented the continuity of care provided by skilled and competent staff. People received their medicines safely and as prescribed. Risks to people’s well-being were assessed, recorded and updated when people’s circumstances changed. The staff ensured any lessons learnt were reflected to improve the service delivery.

The service was well run by the registered manager who was supported by a team of committed staff. The provider’s quality assurance processes were effective and there was a focus on continuous improvement. Where an area for improvement had been identified there was a prompt action taken to address it.

People, staff and relatives were involved and felt listened to. The team at Freeland House worked well in partnership with other agencies, social and health professionals and external organisations.

Rating at last inspection:

This was our first inspection of this service since they de-registered under the new provider.

About the service:

Freeland House 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 can provide accommodation and care to 65 people. At the time of the inspection 45 people lived there.

Why we inspected:

This was a planned, routine inspection.

Follow up:

We will monitor all information received about the service to understand any risks that may arise and to ensure the next planned inspection is scheduled accordingly.

More information is in Detailed Findings below.

Freeland House Nursing Home

All Inspections

During an assessment under our new approach

30 October 2018

During a routine inspection