Archived: Richmond Village Nantwich

Richmond Village Nantwich is a residential care home that was providing personal care to 41 older people at the time of the inspection. The service can support up to 42 people. Richmond Village Nantwich accommodates people across two separate floors, each of which has separate adapted facilities. Some of the people living in the home had a diagnosis of early stage dementia.

People's experience of using this service and what we found:

Although we saw examples of how people were supported to be safe, in one case a person was at risk because the service had not acted quickly enough to reduced risks when their condition had changed. We have made a recommendation about this in the 'Safe' section of this report.

Staff received robust safeguarding training and had a good understanding of the principles involved in taking action when abuse was suspected.

The provider had a robust recruitment process that meant staff were recruited safely.

Medicines were managed safely.

There was an open and transparent culture in relation to accidents and incidents and they were used as opportunities to learn and reduce risks.

People's needs were met through robust assessments and support planning.

The service worked with healthcare professionals to achieve positive outcomes for people.

Staff and carers had good knowledge and skills and this ensured people's needs were well met.

We saw good examples of when people had been supported to maintain a healthy and balanced diet

People told us carers and staff were compassionate and kind.

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 and carers expressed commitment to ensuring people received high-quality care.

Carers and staff knew people well and supported them to maintain relationships with people who mattered to them.

People received care and support that was person-centred.

We saw good examples of how the care and support people received enriched their lives through meaningful activities.

The service was proactive in its response to concerns or complaints and people knew how to feedback their experiences.

The registered manager planned and promoted holistic, person-centred, high-quality care resulting in good outcomes for people.

The values and culture embedded in the service ensured people were at the heart of the care and support they received.

Staff told us they received good support from management. They told us they were proud to work for the service.

There was an open and transparent culture and people were empowered to voice their opinions.

Rating at last inspection: Good (30 September 2016)

Why we inspected: We carried out this inspection based on the previous rating of the service.

Follow up: We will continue to review information we receive about the service until we return to visit as part of 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

Richmond Village Nantwich is part of Richmond Care Villages Holdings Limited. They are registered to provide care and support to 42 people who require help with their daily lives. The home is located on a residential estate in Nantwich and is approximately one mile from the town centre. People who live at the home are accommodated in single rooms, each with ensuite facilities. Staff are on duty 24 hours a day to care for the people who live at the home. At the time of the inspection 40 people lived at the home.

A registered manager was in place. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.

At the last inspection in September 2013 they met all regulations inspected at that time.

We found the registered manager had systems in place to record safeguarding concerns, accidents and incidents and take appropriate action when required. Staff told us and records confirmed safeguarding training had been completed by staff and they understood their responsibilities to report any unsafe care.

Risk assessments had been developed to minimise the potential risk of harm to people who lived at the home whilst receiving care. These had been kept under review and were relevant to the care provided.

We observed medicines were administered to people in a safe and appropriate manner. These were stored in a secure, clean environment. All processes were regularly audited to assess and maintain the safe management of people’s medicines.

We looked at how the service was staffed. We found sufficient staffing levels were in place to provide support people required. We saw the deployment of staff throughout the day was organised.

We found equipment used by staff to support people had been maintained and serviced to ensure they were safe for use.

Care plans were organised and had identified the care and support people required. We found they were informative about care people had received. They had been kept under review and updated when necessary to reflect people’s changing needs.

The management team understood the requirements of the Mental Capacity Act 2005 (MCA) and the Deprivation of Liberty Safeguards (DoLS). This meant they were working within the law to support people who may lack capacity to make their own decisions.

Staff had received training and were knowledgeable about their roles and responsibilities. Staff told us access to training courses and opportunities to develop their skills was good.

We saw regular snacks and drinks were provided between meals to ensure people received adequate nutrition and hydration. We observed the lunch time meal which was well organised. People who required support to eat their meals were supported by staff who were caring and patient. Comments were positive about the quality of food at the home, one included, “Nothing is too much trouble for the kitchen staff they are wonderful and all meals are very good.”

We observed staff treated people with respect, patience and dignity. People we spoke with told us staff were caring and respectful. One person who lived at the home said, “Yes they definitely do respect my privacy and always knock before coming in.”

Staff knew the likes and dislikes of people who lived at the home and delivered care and support in accordance with people’s wishes. During the inspection we observed people were supported to carry out activities which they enjoyed.

Richmond Village had a complaints procedure which was made available to people on their admission to the home. People we spoke with told us they were comfortable with complaining to staff or the management team.

The registered manager and organisation used a variety of methods to assess and monitor the quality of the service. We looked at a number of audits that had taken place. This ensured the service continued to be monitored and improvements made when they were identified. People who lived at the home and relatives had opportunities to feed back to the management team, this was about the quality of their care through surveys and meetings.

We observed how staff supported and cared for people.

We saw that staff respected people's privacy and dignity, and took account of what people had to say in relation to the way their care was provided. For example, we saw that staff encouraged people to make informed choices about the food they ate and the social activities they participated in each day.

We also saw that people were actively encouraged and given support to maintain their independence.

The staff told us they enjoyed working at the home. We saw that all the required checks were made to ensure they were fit to do their job.

There were systems in place to ensure people could raise concerns and improve the quality of the care received.

Everyone we spoke with had only positive comments to make about their experience and about the standards of care at Richmond Village Nantwich.

We saw that staff treated people with respect and maintained their dignity. We saw that people had personalised their bedrooms with photographs and individual possessions.

The care files we saw for the people who lived in the home contained an assessment of their needs which was carried out prior to them moving into the home.

The relatives spoken with told us they were regular visitors to the home. They said they no concerns about the care and support offered to people who lived in the home.

We spoke with healthcare professionals during our inspection. They told us staff were prompt in contacting them if they were worried or concerned about people's health.

We saw records in the care files that showed people had received visits from or had visited healthcare professionals, this included hospital appointments.

We saw staff spending time talking with and caring for people to ensure that they received the care and support they needed.

There were policies and procedures in place to safeguard people who used the service from harm or possible abuse.

There were effective staff recruitment procedures were in place within the home.

We saw that there were policies and procedures in place to deal with any complaints received.