Updated 27 February 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.
This was a targeted inspection looking at the infection control and prevention measures the provider has in place.
The inspection took place on 16 February 2021 and was announced.
Updated 27 February 2021
This was an unannounced inspection which took place on 18 and 20 December 2018. We did not announce our visit on the first day.
Belong Care Village Wigan 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. It is purpose built and provides care and accommodation for up to 67 people in six households, five with eleven single bedrooms and one with an adjacent small suite to accommodate a person with a greater degree of independence. People with a wide range of needs are supported, from residential care to nursing. Nursing care was provided by registered nurses, but each household had a mix of needs. The village is set on three levels with two households on each. All bedrooms provide single accommodation and have ensuite facilities. There were 67 people living at the home at the time of our inspection.
At the last inspection in May 2016 the service was rated Good. At this inspection we found the service had improved and we have rated the service as outstanding.
There was a registered manager at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like the registered provider, 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 people who lived at Belong Care Village were at the heart of all aspects of the service, and their views were consistently sought and taken into account when planning and reviewing service delivery.
Care support and treatment was delivered to people by passionate and enthusiastic staff. All the people we spoke with told us that they felt safe and well cared for and that Belong Care Village provided a safe environment in which people lived fulfilled lives. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. Where people lacked capacity, the appropriate authorisation to provide care and support had been granted.
People, their relatives, and professional visitors told us about the exceptional care they received. Excellent recruitment procedures ensured that the staff had the right background, values and temperament to work with vulnerable people and they received good training to help them understand and report signs of abuse. High staffing levels meant support workers and ancillary staff had time to spend with people. Call bells were promptly answered. We found many examples where staff would go the extra mile to ensure people were happy with the care and support they received. One member of staff brought each person on their household a small personal token when they returned from holiday, another promised to bring treats to celebrate new year.
The service was extremely person centred, and people had choices in all aspects of their care. Detailed care records reflected delivery of person-centred care in all interventions, and people were encouraged to maintain their independence and autonomy. There was a clear understanding that people were not defined by their age or disability and were supported to maintain their own lifestyle.
The building had been built to meet people's needs. Imaginative design and placement of furniture minimised the risk of accidental injury, and the non-clinical environment did not detract from the high quality of care and support provided. It was warm, spacious and clean, and a strong approach to infection control ensured the safety of the environment. Equipment was well maintained and fit for purpose.
Staff monitored risk, whilst a person-centred approach allowed people to take charge of their own risks. Medicines were carefully administered by trained staff and regularly audited. An open and candid approach to reporting incidents meant errors were analysed to consider further safety measures needed to prevent repeat occurrences.
Communication between staff allowed for excellent continuity of care, and the service had developed impressive relationships with external health and social care organisations. The service worked closely with other local and national agencies and kept up to date with new research and development to ensure that high quality care and support was consistently provided.
The service was keen to develop staff, who told us they had access to regular and high-quality training opportunities. People felt the staff were competent; one remarked, “Without exception, all the staff know what they’re doing and how to treat us right”. The service had achieved a platinum rating for ‘Investors in People’ (IiP).
Meals were prepared on each household, or people could choose to eat in the service’s Bistro, which was popular not only with the people who lived at Belong Care Village, but also people from the local community. Attention was paid to people’s nutrition and hydration needs.
The service recognised when culture, religion and values were important to people; care records reflected and took into account care needs and people told us that they were happy that their privacy and dignity were respected. Friends and family members were warmly welcomed. A guest suite allowed them to stay over if they had travelled a long distance to see their loved ones, or to be close to their relative when they were near the end of their life.
People were fully involved in discussions about care at the end of their life. Outstanding care ensured people's end of life was as comfortable, dignified and pain free as possible. A visiting professional told as that the staff were, “Exceptionally professional”.
The service demonstrated an innovative approach to providing stimulation and activity to all the people who used the service. A wide range of activities ensured people could maintain their hobbies and interests or try out new experiences, Activity co-ordinators ensured that people had access to activities either on a one to one basis or in groups, and people were supported to maintain their hobbies and interests. Nothing was considered to be off limits.
There was a strong organisational commitment to ensuring high quality service provision. Up to date policies and procedures ensured best and most recent practice was followed and a robust framework of accountability monitored performance. Effective audits and performance management reviewed and improved the efficacy of the service.