Mountbatten Lodge

Updated 14 June 2019

The inspection:

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, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

This inspection was undertaken by three inspectors and an assistant inspector.

Service and service type:

Mountbatten Lodge is a ‘care home’. People in care homes receive accommodation and nursing or personal care as 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 had a manager registered with the Care Quality Commission (CQC). This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection:

This was an unannounced inspection and it took place on 16 May 2019.

What we did:

Before this inspection we checked the information we held about the service, such as notifications. A notification is information about important events which the provider is required to send us. We used this information to assist with the planning of the inspection. We asked for and received feedback from commissioners of the service and safeguarding teams.

During the inspection we spoke with eight people using the service, four relatives, the registered manager, the deputy manager, a visiting regional manager, one care team leader, five care staff, one activities coordinator and a volunteer worker.

We also looked at various records, including care records for five people, records in relation to two new staff, training records, staff rosters, medicine administration records, audits and various meeting minutes.

We used the Short Observational Framework for Inspection (SOFI). SOFI is a way of observing care to help us understand the experience people who could not talk with us. We also observed how people were supported and cared for in general throughout the inspection.

Updated 14 June 2019

About the service:

Mountbatten Lodge is based in the outskirts of Hemel Hempstead close to local amenities and retail parks and is registered to provide accommodation and personal care to 60 older people. It provides a service to people living with dementia, people with physical disabilities and people with sensory impairments.

At the time of our inspection staff were providing accommodation and personal care to 56 people.

People’s experience of using this service:

Staff provided people with care and support that was exceptionally person centred and responsive. Staff promoted a wide range of individual hobbies and pastimes which made a significant difference to the quality of people’s lives. People were given every opportunity to raise concerns and they were completely involved in the complaints process such as by using Skype or e-mail. The provider used this information to transform people’s lives. Systems were in place to meet people’s end of life care needs and helped ensure people had a dignified death.

Staff understood the reporting procedures if they felt that people were at risk. Risks to people were identified and managed well. Sufficient staff were employed to make sure that people received their care in a timely manner. One person told us, "I don't have to wait long for [staff] when I need their help." Safe staff recruitment processes meant that only suitable staff were employed. People were involved with the recruitment of staff.

People received their medicines in a safe way and systems were in place for the safe handling, storage and disposal of medicines. Staff adhered to good standards of hygiene practice and promoted infection prevention procedures.

Staff received regular training updates, supervision and opportunities to further their knowledge. They knew people well and had the skills to meet their needs. Staff had a good rapport with people and promoted their independence People had variety in their diet and they ate and drank enough to maintain good health. Staff enabled people to access healthcare support by working well with others who had input into their care. 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 cared for people with sincerity, kindness and compassion. Staff were compassionate about promoting people’s privacy, dignity and independence. People chose how and where their care was provided and involved relatives and advocates when needed. People's food was presented in a way which supported people to eat in a dignified way. One person told us, "I like the way [staff] help me every single day. It means a lot to me to have such wonderful care."

The registered manager promoted and supported an open and honest staff team culture. Staff upheld the provider's values by enabling people to live fulfilling lives. Governance and oversight of the quality of the service was effective and helped drive improvements. People had a say in how the service was run and developed. People received care that worked well and was coordinated where others were involved including community nursing teams and GPs. One person told us, "I would absolutely have no hesitation in recommending the service to anyone. I am very happy living here."

Why we inspected: This was a planned inspection of Mountbatten Lodge based on the previous rating.

Rating at last inspection: Good (report published December 2016).

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.

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