West Heanton - Residential Home

Staff were highly motivated to ensure people received care which was compassionate and kind. The atmosphere in the home was warm and very friendly. People had developed strong relationships with staff, and it was evident that this was an important part of the ethos of the service.

Staff were exceptional at anticipating people's needs. We observed a staff member supporting a lady living with dementia who did not want to be seated. The staff member knew the person used to be a florist. Once the rain stopped they took the lady out to cut some roses in the garden. They then came in doors and on a table in the conservatory had laid out scissors and vases containing water. The lady sat down and filled each vase with a flower arrangement which was then taken and placed on the dining room tables. The lady was clearly so happy to be doing this and felt valued.

People received personalised care and support specific to their needs and preferences. There was an excellent understanding of seeing each person as an individual, with their own social and cultural diversity, values and beliefs.

People were encouraged to socialise, pursue their interests and hobbies and try new things. There was a focus on wellbeing and having a sense of purpose. The organisation, including all staff involved, ensured people had access to as many opportunities as possible to aid their physical and mental health well-being. Activities formed an extremely important part of people's lives and had a positive impact on their wellbeing.

The home won a best practice award in 2017 run by North Devon Care Homes Team with regard to dementia awareness for staff. Staff dressed up in clothes from the 1940's and went to a local Fairground and Heritage centre to increase their awareness of what it would have been like for people earlier in their lives. As a result, staff are now able to engage more meaningfully with people with an increased understanding of

their life experiences. A local celebrity, who champions dementia awareness, came in the evening to give awards to staff nominated by people. There was a Fete with vintage cars all in the 1940's style. This was open to people living in the local community, some of whom had known the people living in West Heanton for many years.

People were supported to have peaceful, comfortable and dignified end of life care in line with national best practice guidance.

The service provided safe care to people. One person commented: "Yes I feel safe, very much so. We have got lovely staff. I used to fall about a lot at home but not so much here." Measures to manage risk were as least restrictive as possible to protect people's freedom. People's rights were protected because the service followed the appropriate legal processes. Medicines were safely managed on people's behalf.

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; policies and systems in the service supported this practice.

Care plans were personalised to reflect people's personal preferences. People's views and suggestions were taken into account to improve the service. People were supported to maintain a balanced diet. Health and social care professionals were regularly involved in people's care to ensure they received the care and treatment which was right for them.

There were safe staff recruitment and selection processes in place. People received care and support from staff who were well trained and competent.

People, relatives and staff praised the service and the registered manager. Comments included: "The manager is a lovely bloke. A good manager with a lovely family"; "You can approach (registered manager) any time and I can't fault the staff or think of anything he could improve on" and "(Registered manager) is a good leader."

The registered manager had been nominated for the 'Outstanding Care Awards for Devon and Cornwall 2019.' As a result, they had successfully become a finalist. The winners were due to be announced on 28 June 2019. The registered manager successfully won a silver award for care home manager of the year.

A number of methods were used to assess the quality and safety of the service people received. For example, various audits and surveys. The service made continuous improvements in response to their findings.