This inspection was carried by one inspector over two days. During the inspection, the inspector worked to answer five key questions; is the service safe, effective, caring, responsive and well-led? Below is a summary of what we found. The summary describes what we observed, the records we looked at and what people using the service, their relatives and the staff told us.
If you want to see the evidence that supports our summary please read the full report.
Is the service safe?
Yes, we judged the service was safe.
People told us they felt safe and secure. The people we spoke with were positive about the staff who worked with them. People told us staff were caring and supportive. For example, one person said “The staff are very kind and considerate…I think it is wonderful how they look after us.”
The staff that we spoke with said they had confidence in colleagues’ practices. Staff told us if they had any concerns about how people who used the service were cared for the registered persons would take their concerns seriously. For example, we were told “Everyone in the team is a good carer. The management would take it very seriously if any of us raised a concern about any of the team.”
We saw that the home was well designed and maintained. Decorations and furnishings were well maintained and comfortable. Equipment was well maintained and regularly serviced.
On the days of the inspection the home was very clean and there were no unpleasant odours. The people who used the service all said they were happy with the standard of cleanliness. People said the laundry service was satisfactory.
We inspected the staff rotas, which showed that there were sufficient staff on duty to meet people’s needs throughout the day and night. People said call bells were promptly answered and staff were unrushed and patient with them.
Is the service effective?
Yes we judged the service was effective.
People all had an individual care plan, which set out their care needs. Care plans contained satisfactory information and were accessible to staff. People said staff met their needs and responded promptly when they needed assistance. People had access to doctors, district nurses, chiropodists and opticians, although some improvement was required regarding documenting the support received from some external medical professionals. People were generally positive about the meals provided although we did receive some comments that the vegetarian menu could be more varied and nutritious.
Is the service caring?
Yes we judged the service was caring.
People who used the service said they were supported by kind and professional staff. We were positive about the care practices we observed. Comments from people who lived at Courtlands included “I love it here…all the staff are very kind…I have no grumbles” and “I am very happy…the staff are very good. I have no complaints at all about how I am looked after.” A relative told us the care provided was “individualised” and “they treat every resident as different and adapt routines accordingly.”
Our observations of the care provided, discussions with people and records we assessed, enabled us to conclude individual wishes and needs were taken into account and respected.
Is the service responsive?
Yes we judged the service was responsive.
The people we spoke with all said the staff treated them with respect and dignity. The care practice we observed was professional and supportive. For example a person who lived in the home told us “the staff are very good. I cannot fault them” and a relative told us “It is great…they have been so supportive…it is excellent, first class. I am very happy. Nothing is too much trouble.”
People who used the service told us there was a range of activities available. If people did not want to get involved with organised activities this was respected. One person told us they enjoyed the baking and the armchair exercises which regularly occurred.
People were positive about the care they received. People we spoke with said their care was unrushed and received in a way they wanted staff to provide it. From reviewing records we judged care plans as including suitable information to assist the staff who worked at the home. Records showed care plans were regularly reviewed and updated.
Is the service well-led?
Yes we judged the service was well led.
Staff, people who used the service and their relatives were all positive about the management of the home. People told us the management had high standards, would listen, and the new owner of the home was making lots of improvements.
The home had a system to check people were happy with the service. This had included employing an external consultant to assist the service to develop.
The home had well established links with external professionals such as the district nurse service and the local general practitioners. We spoke to visiting professionals who were very positive about the staff and management of the home.
People’s personal care records, and other records kept in the home, were accurate and complete. For example there was a system to monitor accidents and incidents.