The Anchorage - Care Home

We found the following examples of good practice.

• The service had signage displayed on all external doors to alert visitors to restrictions on entering the building and the infection control measures they would need to take. Sanitising hand gel and disposable face masks were provided.

• People were supported to join in activities to maintain their wellbeing.

• Visits were arranged in line with government guidance.

• Staff were wearing PPE in line with government guidance and designated areas were set up within the service for staff to remove and apply PPE.

Further information is in the detailed findings below.

The Anchorage – Care Home is registered with the Care Quality Commission to provide personal care for up to 40 older people who may have physical disabilities and dementia related conditions in one adapted building. The main area, known as The Anchorage, accommodates older people who may have a physical disability. There is a separate wing, known as The Haverstoe unit, which provides support to older people living with dementia. The Haverstoe unit bedrooms are all contracted by the Clinical Commissioning Group and supported by NAViGO, a Community Interest Company and a not for profit social enterprise that emerged from the NHS, to run all local mental health and associated services in North East Lincolnshire. People there are jointly supported by the service and NAViGO along with input from professionals from the Clinical Commissioning Group. There were 39 people using the service at the time of this inspection.

At the last inspection in January 2015 the service was rated overall as 'good' with one section rated 'outstanding'. At this inspection the service was rated overall as 'outstanding'.

The service had a registered manager who has been registered for the past seven and a half years. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The registered manager's wealth of experience, competence and knowledge ensured the service was exceptionally well-led. They effectively used quality monitoring and assurance systems to continuously improve the service, understood their legal and registration responsibilities, maintained supportive working relationships with others and ensured the secure and consistent completion of records and documentation.

The staff were outstandingly caring. People, their relatives and visiting professionals, without exception told us that staff were consistently caring and compassionate. The staff fostered, championed and facilitated a person-centred culture. They respected people’s rights, privacy, dignity, diversity and independence.

People received an outstandingly responsive service. Staff found imaginative ways of supporting people to meet their needs through effective care plans. Support overwhelmingly reflected people’s preferences and cultural needs. People were supported to experience an extensive range of activities, pastimes and occupation. Complaints were positively responded to so that outcomes for people were satisfactory. People’s end of life care was extremely responsive to their individual wishes.

The safety of people, staff and visitors was actively maintained using risk management systems. Safeguarding referrals were promptly made to the responsible investigating body. Suitable numbers of staff were recruited and deployed to meet people’s needs. The provider and staff safely managed medicines and the control and prevention of infection.

Staff were trained, skilled and competence assessed to carry out their roles. People’s nutritional and healthcare needs were met. People's rights were upheld through adherence to the Mental Capacity Act and associated legislation. Advocacy services were accessed for people that required them. The premises were suitable for providing support to people and particularly those living with dementia or physical disability.

People's needs were assessed and care and treatment was planned and delivered in line with their individual care plan. Care and treatment was planned and delivered in a way that ensured people's safety and welfare. Where risks were identified a more detailed plan of care was written which contained actions needed to maintain people's safety, for example on moving and handling and nutrition. People we spoke with said they received a good standard of care. One person told us,'The staff look after me well. I am happy here.' Another person told us staff attended to their care needs in a timely way.

People who used the service were protected from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening. People we spoke with confirmed they felt safe in the care of the staff.

There were enough qualified, skilled and experienced staff to meet people's needs. We spoke with two relatives of people who used the service. They told us they were happy with staffing levels. One relative told us, 'It is a very relaxed atmosphere here; the staff do not look like they are rushed off their feet.' We sat in the dining area and saw staff supporting people to eat and drink in a way that respected their dignity. We found there was sufficient staff to meet people's needs.

People were protected from the risks of unsafe or inappropriate care and treatment because accurate and appropriate records were maintained.