Archived: Sunrise of Westbourne

Updated 27 January 2017

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.

This comprehensive inspection took place on 13,14 and 19 December 2016, the first day of the inspection was unannounced. On the 13 December the inspection team consisted of two CQC Inspectors. On the 14 December the inspection team consisted of a CQC Inspector and two Specialist Nurse Advisors. On 19 December 2016 two CQC Inspectors comprised the inspection team.

Before the inspection we reviewed the information we held about the service. This included information about incidents the provider had notified us of. In August 2016 the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We also asked a selection of health professionals and the local authority who commissions the service for their views on the care and service given by the home.

During the three day inspection we met with the majority of the people living at the Reminiscence Neighbourhood, a specialist service for people living with dementia or enduring mental health conditions, and spoke with those that were able to. We also met and spoke with a selection of people who lived in the assisted living apartments within Sunrise Operations of Westbourne and spoke with five visiting relatives. We spoke with the general manager who was in the process of applying to become the registered manager, the Director of Operations, the senior Director of Community Relations, the Regional Head of Care and Nursing, the Business Office Co-ordinator, the Reminiscence Co-ordinator, the Dining Services Co-ordinator, the Deputy Manager, the Assisted Living Co-ordinator, the Activities Manager and a selection of eleven care staff which included a registered nurse, senior care staff, housekeeping staff and community maintenance staff.

We observed staff supporting people in communal areas and to eat meals. We used the Short Observational Framework for Inspection (SOFI). SOFI is a specific method of observing care to help us understand the experience of people who could not talk with us.

We observed how people were supported and looked in depth at five people’s care, treatment and support records, a selection of other care records and reviewed a large selection of medication administration records for both the assisted living and reminiscence neighbourhood areas of the home. We also looked at records relating to the management of the service including staffing rota’s, four staff recruitment and training records, activity schedules, premises maintenance records, a selection of the providers audits and policies, compliments and complaint records, completed quality assurance forms and staff and relative meeting minutes.

Updated 27 January 2017

This unannounced comprehensive inspection took place on 13,14 and 19 December 2016. At the last inspection completed in July 2014 we found the provider had met all the regulations we reviewed.

Sunrise Operations of Westbourne is a purpose built care home comprising of four floors providing accommodation, care and support for up to 114 older people, some of whom live independently and require little or no personal care. The service also provides a specialist service on part of the second and all of the third floor, the reminiscence neighbourhood. The reminiscence neighbourhood is for older people living with dementia or enduring mental health conditions. At the time of the inspection there were 106 people living at the home. There was an acting registered manager employed at the home. 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 acting registered manager had commenced the process of becoming a registered manager with the Care Quality Commission.

During our inspection visit the home had a welcoming, friendly atmosphere with interesting, fun activities being available for people to join in with if they wished. There were also quieter areas for people to sit in which meant people had the opportunity to relax in a calm and homely area.

The premises were well maintained and sympathetically furnished to ensure people were able to sit down and rest throughout the home. The reminiscence neighbourhood was furnished and decorated to accommodate people living with dementia, with clear signage, toilet doors painted in contrasting colours to enable people with dementia to distinguish toilet doors from bedroom doors, and themed lifestyle stations for people to engage with.

People and their relatives gave positive views about the care and support they were given at the home and everyone we spoke with told us they enjoyed living there. People told us they felt safe at the home.

Staff spoke knowledgeably about the systems that were employed to keep people safe and free from harm. They knew how to prevent, identify and report abuse and the provider had systems in place to ensure that risks to people’s safety and wellbeing were identified and addressed.

People’s needs were assessed including areas of risk, and reviewed regularly to ensure people were kept safe. People were cared for with respect and dignity and their privacy was protected.

People received their prescribed medicine when they needed it and appropriate arrangements were in place for the administration, storage and disposal of medicines.

People told us there were always staff available to help them when they needed support and they were supported promptly by staff who were friendly and caring. Relatives told us they were made to feel very welcome when visiting the home and felt the staff involved and included them where appropriate in the care of their relative.

There was a robust recruitment and selection procedure in place to ensure people were cared for, or supported by, sufficient numbers of suitably qualified and experienced staff. Staff spoke positively regarding the induction and training they received and commented they had felt well supported throughout their induction period.

Staff demonstrated a good understanding of how people liked to have their care needs met. They delivered safe, effective, person centred care to people in a friendly, professional and kind way.

Supervisions and appraisals were regularly completed with staff, were detailed, clearly written and gave staff the opportunity to comment on their performance and request further training and development opportunities if they wished. The provider had a range of staff incentive schemes to reward and encourage staff to attain their full potential.

The provider had achieved ‘Beacon’ status in the Gold Standards Framework Accreditation. The National Gold Standards Framework (GSF) is a national training scheme which provides training for staff to enable them to provide a gold standard of care for people nearing the end of their life. Beacon status is the highest grade that can be obtained.

Equipment such as hoists and pressure relieving mattresses and cushions were readily available, clean and well maintained.

The manager was aware of their responsibilities in regard to the Deprivation of Liberty Safeguards (DoLS). These safeguards aim to protect people living in care homes and hospitals from being inappropriately deprived of their liberty. These safeguards can only be used when there is no other way of supporting a person safely.

People were supported and provided with an extensive choice of healthy food and drink ensuring their nutritional needs were met. Menus took into account people’s dietary needs and people told us they enjoyed the food and could ask for different choices if they did not like what was on the menu. The provider ensured meal times were a pleasant and social experience for people and the dining areas were attractively laid out with table cloths, table decorations and staff available to ensure people received the assistance they needed.

People knew how to make a complaint if they needed to raise concerns or queries. There was a clear system in place for people to raise concerns and complaints.

There was an extensive schedule of daily activities for people to participate in if they wished. Activities were very well publicised throughout the service with an hourly schedule of activities taking place around the home. People who required assistance were supported to take trips to places of interest. The provider ran a weekly mini bus service to places of interest that people had asked to visit, such as The New Forest, Poole Quay, garden centres and local parks.

There had recently been a change of registered manager and people told us this had led to improvements in some areas of the service, particularly around the complaints process. One person told us, “It’s improved, I feel listened to now”. People felt there was a clear management structure in place with a visible, approachable management team that listened to them and the staff.

There were systems in place to monitor and drive continuous improvement in the quality of the service provided.