Margaret Allen

Updated 10 September 2019

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection team consisted of one inspector and an Expert by Experience on the first day. On the second day one inspector completed the inspection. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

Margaret Allen House is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. The Care Quality Commission (CQC) regulates both the premises and the care provided, and both were looked at during this inspection.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided. The current registered manager was de-registering with the CQC and a new manager had submitted their application to us for assessment. The new manager is already registered with the CQC at another location and proposes to manage both services.

This inspection was unannounced on the first day.

What we did before the inspection

The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.

We looked at notifications received from the service. A notification is the means by which providers tell us important information that affects the running of the service and the care people receive. We used all of this information to plan our inspection.

During the inspection

We spoke with nine people who used the service; four relatives and one visiting friend about their experience of the care provided. We spoke with nine members of staff including the provider, the new manager, senior care workers, care workers, the administrator, the maintenance person and the cook. We also spoke with one visiting health professional. We spent time observing the interactions between people who used the service and staff.

We reviewed a range of records. This included four people’s care records and multiple medication records. We looked at three staff files in relation to staff recruitment, training and supervision. A variety of records relating to the management of the service, including policies and procedures were also reviewed.

After the inspection –

Following the inspection, we received feedback from one health professional who had provided advice and support at the service. We also spoke with the Devon County Council safeguarding team.

Updated 10 September 2019

About the service

Margaret Allen House is a residential care home, registered to provide personal care for up to 15 people, some of whom are living with dementia. The home is located within walking distance of Tiverton town centre. The home has two floors with a lounge and dining room on the ground floor with bedrooms on both floors. All areas are accessible by a passenger lift.

There has been a change in owner and management of the service since the last inspection. The current provider was registered with the Care Quality Commission (CQC) in August 2019.

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

People lived in a safe and clean environment. However, there was little signage or use of colour to support people living with dementia to be able to orientate themselves independently. We have recommended the provider seek advice and guidance on environmental adaptations for people living with dementia.

We received mixed feedback about the quality and variety of activities available to people. We have made a recommendation for the provider to seek advice and guidance on developing meaningful activities and occupation for people.

People and their relatives said they felt the service was safe. They were happy with the care and support provided. Comments included, “I like the kindliness, the warmth and the attention. They are there for you when you need them” and “We couldn’t ask for anything better. Everything is done to make it her home…”

People were protected from the risk of harm and abuse. There were safeguarding policies and procedures in place and staff were aware of their responsibility. Medicines were safely managed and risks to people health and well-being had been identified and action taken to reduce risks.

Sufficient staff were on duty to meet people’s needs and recruitment processes ensured people were protected from unsuitable staff.

People received care from staff who received appropriate training and support for their roles. People had access to health professionals to promote their health and well-being. They were supported to ensure they had enough to eat and drink. People enjoyed the meals provided at the service.

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 treated with dignity and respect by staff who demonstrated a caring, kind and compassionate approach. Staff understood the needs of people and involved them and their relatives in the planning of care and support.

The service had an open and inclusive culture and people, their relatives and staff were positive about the way it was managed. The provider and manager had established quality assurance systems and regular audits were being completed. Issues identified were addressed in a timely manner.

Rating at last inspection (and update)

The last rating for this service was requires improvement (published 14 November 2017). Since this rating was awarded the registered provider of the service has changed. We have used the previous rating to inform our planning and decisions about the rating at this inspection.

Why we inspected

The new provider was registered with us in August 2018 and this is their first inspection at this location.

Follow up:

Going forward we will continue to monitor this service and plan to inspect in line with our reinspection schedule for those services rated Good.

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