The Millings

Updated 20 March 2021

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.

As part of Care Quality Commission’s response to the coronavirus pandemic we are looking at the preparedness of care homes in relation to infection prevention and control. This was a targeted inspection looking at the infection control and prevention measures the provider has in place.

This inspection took place on 25 February 2021 and was announced.

Updated 20 March 2021

About the service: The Millings is a residential care home providing personal care and accommodation to 34 people aged 65 and over at the time of the inspection.

People’s experience of using this service: People living at The Millings were consulted with and included in the delivery of care that was provided by a team who had built upon the already outstanding work they did.

Everyone we spoke to including people, family members and staff said they would rate the home as “exceptional” and “outstanding.” One family member said, “There are no improvements needed, they are incredibly responsive and I really admire the patience of staff.”

The atmosphere of the service was exceptionally welcoming and homely. Staff told us throughout the inspection that they were working in people’s home and needed to be respectful of that. People commented that The Millings was “My home, I love it here and would highly recommend it.” External healthcare professionals also commented on the exceptionally friendly yet professional atmosphere.

Outstanding practice had been developed and improved upon to provide people with care that was truly compassionate, caring and inclusive. People were recognised as unique individuals with strengths who could make a contribution to society. There was a culture of people being equal partners in their care whose individuality and diversity was acknowledged, respected and celebrated.

Partnership working was exceptional and led to improved quality of life of people. Work had been completed with Bradford University to introduce a falls huddle which had resulted in a 45% reduction in falls. A system called Immedicare was used for online consultations with healthcare professionals. People were fully included in the consultation and the healthcare professional was able to see the person and any injury they may have. This had also resulted in a reduction in the number of calls for ambulances and also the number of calls to GP surgeries.

Leadership was exceptional and staff at all levels were dedicated and motivated to provide truly personalised care, which the provider described as relationship focused care. There was a focus on getting to know the person so care and support could be tailored to the person, maintaining their individuality and uniqueness.

People were matched with staff based on interests and hobbies. People had two ‘care partners’ who were the key staff members involved in people’s support. They developed strong and meaningful relationships with people to make sure people received care and support in a way they wanted.

Staff supported people to maintain their independence and continue their interests and hobbies whilst developing new interests and maximising social inclusion. A ‘Bees Knees’ project had been introduced so people had photographs on display which made them feel like the bees knees. These photographs were used to prompt conversation and staff said they acted as, “a reminder of who people were as individuals and what they had achieved in their lives.”

Community involvement was exceptional. People were active members of the local community and were involved in community events from organising a Jo Cox memorial event, to the Tour de Yorkshire cycling event to hosting speakers, including the author of ‘The Shepherdess.’ Relationships had been developed with care homes in the south of the country and also in France so people were able to share experiences. Technology was used to maintain relationships so people could speak over video calls or instant messaging services.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Staff development was exceptional and there was a focus on training staff to value the importance of building open, honest and inclusive relationships with people. Free To Be Training run by the Lesbian, Gay, Bisexual and Transgender forum had been attended by staff. This promoted a culture of inclusivity and respect. Engaging Hearts training and Ladder to the Moon Training had also been attended. This promoted an ethos of values-based recruitment which included a focus on getting to know the person, what was important to them and how to have engaging and meaningful conversations. Ladder to the Moon training focuses on creativity, coaching and learning through experience to improve confidence and encourage new ways of thinking. This results in support that is focused on wellbeing and improved quality of life for both staff and people.

Governance procedures were fully embedded and inclusive methods of consultation and seeking feedback were used to ensure exemplary quality of care was provided. Technology was used appropriately which had a focus on effectiveness and efficiency so it freed staff time so they were able to spend more time focusing on people and ensuring their needs and preferences were met.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection: Outstanding (Report published 17 October 2016)

Why we inspected: This was a scheduled inspection based on the previous rating of outstanding. The service has improved its rating of outstanding in two key questions and has now achieved outstanding in four key questions.

Follow up: We will continue to monitor the service and complete a further inspection in line with the rating of outstanding. If any information of concern is received, we may inspect sooner.