Glenmoor House Care Home

Glenmoor House Care Home is a residential care home providing personal and nursing care to up to 59 people. The service provides support to older people. At the time of our inspection there were 46 people using the service.

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

Risk assessments were in place to manage risks within people’s lives, and staff understood how to manage risk. Staff recruitment procedures ensured that appropriate pre-employment checks were carried out.

Medicines were stored and administered safely, and staff had training in this area. Staffing support matched the level of assessed needs within the service during our inspection. Staff were supervised well and felt confident in their roles.

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.

The manager was open and honest, and worked in partnership with outside agencies to improve people’s support when required. Audits of the service were detailed, and any issues found were addressed promptly.

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

Rating at last inspection

The last rating for this service was good (published 02 April 2022).

Why we inspected

We received concerns in relation to management and oversight, including the notification of incidents. As a result, we undertook a focused inspection to review the key questions of safe and well-led only.

For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating.

We found no evidence during this inspection that people were at risk of harm from this concern. Please see the safe and well led sections of this full report.

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

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 COVID-19 and other infection outbreaks effectively

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

Glenmoor House Care Home is a care home providing personal and nursing care for up to 59 people, which includes people living with dementia. At the time of the inspection 49 people were receiving support.

Glenmoor House is purpose built and has three units. The ground floor unit provides nursing care to people. There are two units on the first floor, one providing people with personal care and the second providing personal care for people living with dementia and memory loss. Each unit provides bedrooms with en-suite facilities and communal areas, which include a lounge, and dining room with a kitchenette.

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

People, and a majority of family members spoke positively about the care provided at the home and told us they would recommend the home to others. A person told us. “I like it here, the people are very nice, they look after me well. I get lots of visitors, so this really is home from home for me. I have a nice room and I can walk around a lot.” A family member told us. “My relative has been here years. They [relative] love being here. Whenever I have taken them out, they always say they want to go home, and I mean Glenmoor. When we get back they [relative] always gets a hug from whichever member of staff is on duty.”

Systems and processes were in place to support people’s safety. People’s needs, including their safety in relation to care were assessed and monitored. Timely referrals were made to health care professionals where required to promote safety and well-being.

People received the support they required with their medicines.

People were supported by staff who had undergone a robust recruitment process. There were sufficient staff to meet people’s needs. People and their family members spoke of the knowledge staff had of their relatives’ needs, and of their kind and caring approach.

Staff worked consistently within the providers policy and procedure for infection prevention and control and followed government guidance related to COVID-19.

People were supported to have maximum choice and control of their lives. People’s views, and that of family members and staff were sought, which included involvement in decisions relating to people’s care.

People and a majority of family members spoke positively about the registered manager, the management team and staff, stating in the main there was good and open communication.

The providers systems and processes monitored the quality of the service being provided to bring about improvements where identified. A schedule of audits in key areas was in place, with audits being undertaken by the management team. Quality monitoring was undertaken and kept under review by senior membership on behalf of the provider to drive improvement.

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

Rating at last inspection and update

The last rating for this service was requires improvement (published 26 January 2021).

At our last inspection we recommended that the provider reviewed staffing levels to ensure there were sufficient numbers of staff on each unit to meet people's individual needs. We found the provider had acted on the recommendation and had introduced a dependency tool. This meant people’s individual needs were used to determine staffing levels within the home.

For those key questions not inspected, we used the ratings awarded at a previous inspection to calculate the overall rating. The overall rating for the service has changed from Requires Improvement to Good. This is based on the findings at this inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

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 COVID-19 and other infection outbreaks effectively. This included checking the provider was meeting COVID-19 vaccination requirements.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

Glenmoor House Care Home is a care home providing personal and nursing care for up to 59 people who may also have dementia, sensory impairments and mental health needs. At the time of the inspection 56 people were receiving support.

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

People, staff and relatives told us they did not feel staffing levels were sufficient. The provider did not use a dependency tool to identify staffing levels matched people’s needs.

Improvements were required to systems and processes to ensure care was given consistently.

Risk assessments were in place, however the recording of strategies implemented were not consistent. We found gaps in the records of people's repositioning needs, safety checks, bowel monitoring and food and fluid charts.

People were supported by staff who knew them well and who had been recruited safely. Staff received training to ensure they understood people’s needs.

People and relatives told us staff were kind and caring. Staff understood how to recognise the signs of abuse and knew how to report any concerns.

Medicines were given as prescribed by trained staff.

People were protected against the risks of infection. Staff wore appropriate personal protective equipment and the service appeared clean and free from odours.

People, staff and relatives knew how to complain and felt listened to when suggestions or concerns were raised.

Staff referred to external professional as required and followed advise to ensure people’s needs were met.

Care plans were completed with the involvement of people and their relatives. The registered manager kept relatives up to date on any changes or incidents that occurred.

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

Rating at last inspection

The last rating for this service was good (published 13 September 2019)

Why we inspected

We received concerns in relation to the number of safeguarding incidents raised. As a result, we undertook a focused inspection to review the key questions of safe and well-led only.

We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection.

The overall rating for the service has changed from good to requires improvement. This is based on the findings at this inspection.

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.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Glenmoor House Care Home is a nursing care home providing personal and nursing care to people aged 65 and over. The care home can support up to 59 people and at the time of inspection there were 54 people living there. The care home has three separate areas to support people needs. One area is dedicated to nursing care, another area to dementia care and another for people who require residential care.

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

People enjoyed living at the home and felt they received good care from staff that cared about them. People received safe care and were protected against avoidable harm, neglect and discrimination. Risks to people’s safety were assessed and strategies were put in place to reduce the risks. There were sufficient numbers of staff who had been safely recruited to meet people’s needs.

Peoples medicines were safely managed, and systems were in place to control and prevent the spread of infection. People’s care needs were assessed before they received a care package. Staff received an induction and ongoing training that enabled them to have the skills and knowledge to provide effective care.

People were supported to eat and drink well. Staff supported people to live healthier lives and access healthcare services when required. One healthcare professional that supported the service commended the staff for their approach and ability to provide good care to people.

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.

Staff provided care and support in a caring and meaningful way. They knew the people who used the service well. People and relatives, where appropriate, were involved in the planning of their care and support. People’s privacy and dignity was always maintained.

Care plans supported staff to provide personalised care. People were encouraged to take part in activities and interests of their choice. There was a complaints procedure in place and systems were in place to deal with complaints effectively. The service provided appropriate end of life care to people.

The service was well managed. The provider had systems in place to monitor the quality of the service. Actions were taken, and improvements were made when required. The service worked in good partnerships with outside agencies. Staff felt well supported and the registered manager was open and approachable.

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

Rating at last inspection and update

The last rating for this service was requires improvement (published 8 September 2018) and there was one breach of the regulations. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Glenmore House Care Home is in a residential area of Corby and is registered to provide accommodation and personal care to people who may or may not have nursing care needs. They provide care for older people who may also be living with dementia and can accommodate up to 59 people at the home. When we visited there were 55 people living there.

At our last inspection in March 2017 we rated the home as ‘Requires Improvement’ and found that there had been a breach of Regulation 14 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 – Meeting nutritional and hydration needs. This was because people were not always adequately supported to have sufficient amounts to eat and drink to maintain their health and wellbeing.

At this inspection we found that improvements had been made, and the home was no longer in breach of Regulation 14. However the home continued to be rated as ‘Requires Improvement’. This is the second consecutive time this home has been rated ‘Requires Improvement’. They were in breach of one of regulation relating to the governance of the home as the service did not have sufficient systems and processes in place to assess, monitor and evaluate the quality of the service.

There was a registered manager in post. 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.

Improvements were required to ensure staffing arrangements were adequate to meet people’s needs, and they could receive timely support at all times of the day. Improvements were also required to enhance people’s mealtime experiences. Further action was required to ensure that people’s meals were adequately spaced throughout the day, people were given the support they required to eat independently and that people had a variety of choices at every mealtime.

The environment was clean and safe however it did not enable people with dementia to be as independent as possible and further consideration should be given to this. Quality assurance procedures also required improvements as actions were not always accurately recorded or updated to show the timeliness of the improvements identified. In addition, action was required to ensure people’s care was adequately reviewed and in line with people’s preferences. People and relatives also commented that they would like to see the registered manager around the home more often.

Staff had a good understanding of abuse and the safeguarding procedures that should be followed to report abuse and incidents of concern. Risk assessments were in place to identify and manage potential risks within people’s lives. The staff recruitment procedures ensured that appropriate pre-employment checks were carried out to ensure only suitable staff worked at the service.

Staff induction training and on-going training was provided to ensure staff had the skills, knowledge and support they needed to perform their roles. Specialist training was provided to make sure that people’s needs were met and they were supported effectively.

People's consent was gained before their care was provided. 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 treated people with kindness, dignity and respect and spent time getting to know them and their specific needs and wishes. Care plans reflected people’s likes and dislikes, and staff spoke with people in a friendly manner.

People were involved in their own care planning and could contribute to the way in which they were supported. Some people and their family had been involved in reviewing their care needs. A process was in place which ensured people could raise any complaints or concerns. Concerns were reviewed and acted on where possible. There were opportunities for people and their relatives to provide feedback about the home.

You can see what action we told the provider to take at the back of full version of the report following our findings.

There was a registered manager in post. 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.

The registered manager and provider recognised there were areas that needed improvement in communication between staff and systems for reporting through the management structure.

People’s needs were not always met in line with their individual care plans and assessed needs. Staff did not always provide enough detail in the monthly updates of care plans to reflect people’s current needs.

People did not always receive their care from sufficient numbers of experienced staff which left some people living with dementia waiting for support to have their food and drink. People’s nutritional risk assessments were not always accurate; staff did not always identify when people were at risk.

People were monitored closely following an accident. Staff monitored people’s health and well-being and ensured people had access to healthcare professionals when required. People were protected from the risks associated with medicines management.

Recruitment procedures protected people from receiving unsafe care from care staff unsuited to the job. Staff received training in areas that enabled them to understand and meet the care needs of each person.

People were safeguarded from harm as the provider had systems in place to prevent, recognise and report any suspected signs of abuse. Staff knew their responsibilities as defined by the Mental Capacity Act 2005 (MCA 2005) and Deprivation of Liberty Safeguards (DoLS) and had applied that knowledge appropriately.

Staff understood the importance of obtaining people’s consent when supporting them with their daily living needs. People experienced caring relationships with the staff that provided good interaction by taking the time to listen and understand what people needed. People had been involved in planning and reviewing their care when they wanted to.

The quality of the service was monitored by the audits regularly carried out by the manager and by the provider, their findings were analysed and acted upon.

There was a breach of one Regulation of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. We have asked the provider to provide an action plan which we will follow up.