30 May 2018
During a routine inspection
At our last inspection on 25 February 2016 we rated the service Good. At this inspection we found evidence continued to support the rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns.
This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.
During the inspection visit we observed staff were kind, caring and respectful to people in their care and when they interacted with individuals who stayed at the hotel. People and their relatives told us staff always maintained their dignity and privacy.
Risk assessments had been developed to minimise the potential risk of harm to people during the delivery of their care and stay at the hotel. These had been reviewed if changes occurred during their stay.
Staff had been recruited safely, appropriately trained and supported. They had skills, knowledge and experience required to support people with their care and social needs. Staff had training to protect people against the risk of harm, poor care and abuse.
The management team had systems in place to ensure safe management of people's medication. Medicines were stored securely and the registered manager had suitable arrangements to audit all administration processes.
We looked around the building and found it had been maintained, was clean and hygienic and a safe place to live. We found equipment had been serviced and maintained as required.
The service had safe infection control procedures in place. People who stayed at the hotel told us they were happy with the standard of hygiene in place.
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.
People who stayed at the hotel and relatives lived told us they enjoyed food provided by the chefs and had plenty of choice. One person said about the food, “Nothing better and plenty of choice and of good quality.”
People’s care and support had been planned with them. They told us they had been consulted and listened to about how their care would be delivered whilst staying at The New Mayfair.
People who stayed at the hotel and relatives told us they enjoyed a variety of activities and entertainers nightly. Comments included, “I love the singers every night something different is on it is fantastic.” Another person staying at the hotel said, “I love the pool table.”
The service had a complaints procedure which was on display in the hallway for people’s attention. People we spoke with told us they were happy with the service and had no complaints.
Staff discussed and agreed what support people required and established a care plan to meet their needs whilst at the hotel. We found records were person-centred because assessments and documentation were geared towards the individual’s abilities and preferences to ensure they enjoyed themselves on holiday.
The service used a variety of methods to assess and monitor the quality of the service. These included regular audits, staff meetings and satisfaction surveys to seek their views about the hotel and care provided.
Further information is in the detailed findings below.