11 February 2020
During a routine inspection
Hedges House Residential Hotel Limited is a residential care home providing personal care to 24 people aged 65 and over at the time of the inspection. The service can support up to 34 people in one adapted building. The home has two lounge areas, a dining area, a conservatory and a secure garden.
People’s experience of using this service and what we found
People told us they felt safe living at the home. They told us they were satisfied with staffing levels and said staff were always at hand if needed. Systems and processes were established to ensure people were protected from risk of abuse. Staff had a good awareness of people’s needs and risk was suitably managed. Infection control processes were followed, and the home was suitably maintained to promote safety. Medicines were managed safely, in line with good practice.
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.
The service had worked hard to ensure peoples’ needs and choices were assessed in line with standards, guidance and the law. People said they had access to a GP and other health professionals. The service worked proactively to ensure people were supported to live healthier lives. Staff told us they had access to training and felt supported in their roles. People’s nutritional needs were met, and we received positive feedback about the standard of food provided.
People and relatives all agreed staff were kind and caring. Staff worked discreetly to maintain people's privacy and dignity. There was a light-hearted atmosphere throughout the home. Privacy was promoted.
People told us they received person-centred care. They told us they were able to contribute to how they lived and were supported within the home. Organised activities took place. No one had any complaints at the time of the visit but were confident any complaints would be dealt with effectively by management. The registered manager spoke passionately about and was committed to providing high-quality person-centred end of life care.
Everyone we spoke with agreed the home was well-led. The management team was aware of their responsibilities and was committed to providing high-quality, person-centred care. This included having systems for continuous learning and driving up standards. Staff told us the home was a good place to work and morale within the home was high. Staff turnover within the home was low. The registered manager had a system for monitoring quality and safety within the home.
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 this service was good (published 12 August 2017).
Why we inspected
This was a planned inspection based on the previous rating.
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.