Archived: Uplands Care Home

People’s experience of using this service and what we found

There was not enough or appropriate signage around the building to assist people living with dementia.

Some areas of the home and carpeted areas were in need of refurbishment. The décor and signage on the first floor was not dementia friendly to people living with dementia.

We made a recommendation in relation to the premises.

People told us they felt safe living at the home. Staff understood their responsibilities to protect people from the risk of harm. Staff were aware of the provider’s safeguarding procedures and followed these to raise concerns about people’s well-being. Risks to people were assessed and managed. People received the support they required to manage their medicines.

Staff were recruited in a safe manner. They received induction and training before they started to support people at the service. Staff received training and regular supervisions to ensure they had the skills and experience to provide care to people. People received care from a sufficient number of staff.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to coronavirus and other infection outbreaks effectively.

People’s needs were assessed and reviewed. Support plans were in place and showed how people wanted their care delivered. Staff understood people's health conditions.

People received the support they required when there were concerns about their health.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People were happy with the staff who provided their care. They told us staff treated them with dignity and kindness. People were supported to maintain relationships with people that were important to them. Information was available to people in a format they understood.

People liked the food provided at the home. Staff supported people to make decisions about what they wanted to eat and drink. People’s preferences and dietary needs were met. Mealtimes were unrushed and calm and dining tables were nicely presented.

People and their relatives were encouraged to provide feedback. Feedback received from people who used the service and their relatives was in the majority positive. The provider used feedback from people and their relatives to improve the quality of care provided. People knew how to make a complaint and raise any concerns. Complaints were investigated and addressed.

There were effective systems to record, monitor and audit accidents and incidents. Plans were put in place to minimise a re-occurrence. The provider worked in partnership with other professionals and agencies to meet people's care needs.

Staff told us they were happy working at the service. They spoke positively about the culture and management of the organisation. Staff said the registered manager was approachable and that they were encouraged to openly discuss any issues. Audit and governance systems were used to monitor the quality of the service and to drive improvement. Statutory notifications were sent to CQC as required.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The service was registered with us on 02/08/2016.

The last rating for the service was good, published on 23 January 2018.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Uplands Care Home on our website at www.cqc.org.uk.

Why we inspected

The inspection was prompted in part due to concerns received about the overall quality of care provided to people using the service.

We have found evidence that the provider made improvements prior to our visit to mitigate risks.

Follow up

We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

A registered manager was in post at the time of this inspection. 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.

This inspection site visit took place on 22 November and 20 December 2017. Our first visit was unannounced. This was our first inspection of the service since changes were made to its registration with CQC in August 2016.

People using the service and their relatives or friends were positive about the care and support provided at Uplands Care Home. They said staff treated people in a kind and caring manner.

There were enough staff to meet people’s needs and a consistent established core team of staff provided continuity of care to the people staying there. Individual care and support needs were fully assessed, documented and reviewed at regular intervals.

People were supported by staff who were trained and well supported in their job roles. Staff members had been safely recruited and had received an induction to the service. They had received training around safeguarding vulnerable people and knew what action to take if they had or received a concern.

Staff we spoke with were confident that they provided a good service to people and said they would recommend Uplands Care Home to others. They had access to supervision and additional support when required.

People and their relatives or friends felt able to raise any concerns or complaints. There was a procedure in place for people to follow if they wanted to raise any issues. Staff also said they felt comfortable in raising any concerns should they have any.

People using the service and their visitors praised the housekeeping staff and said how clean the home was kept.

With reference to the first floor environment of Uplands Care Home, we have recommended the registered provider review current best practice around dementia friendly environments.

The service understood and complied with the requirements of the Mental Capacity Act (MCA) 2005 and the Deprivation of Liberty Safeguards (DoLS). Staff understood the importance of gaining people’s consent before assisting them.

The service was well led. The registered manager monitored the quality of the service and made changes to improve the service provided when required. People who used the service, their relatives and friends and staff found the management team to be approachable and responsive.