Ogwell Grange Residential Care Home

We recommended the provider ensured all allegations of abuse are shared with the local authority and notified to CQC without delay.

Staff told us they felt confident the registered manager took allegations of abuse seriously and would act on them. The registered manager assured us they would share any future allegations with both the local authority and CQC.

Systems were in place to ensure staff were recruited safely, however, a full employment history was not always obtained and reasons for gaps in employment were not recorded. The registered manager addressed this immediately and made changes to their recruitment system to ensure this information is obtained in future. Pre-employment checks including obtaining employment references and Disclosure and Barring Service checks were obtained prior to staff starting work and there were enough staff to meet people's needs. The atmosphere was relaxed and unhurried on both days of inspection and we observed staff had time to spend talking with people.

DoLS applications had been made where people lacked capacity to consent to care and treatment, however, mental capacity assessments had not always been completed prior to making the application. This was because there was some confusion about who's responsibility it was. This was addressed immediately after the first day of inspection and good quality mental capacity assessments were put in place. None of the decisions or restrictions in place changed as a result of these assessments. By the end of this inspection, we were assured 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's relatives felt confident people's risks were being monitored. One told us, "I like that the place is secure, so I know despite [relative's] severe dementia, they are safe and well looked after there." Risks were assessed and regularly reviewed and people's care plans contained good information about how staff could minimise people's risks. People received their medicines safely. Premises risk assessments were in place and equipment was well maintained. We were assured the provider had good systems in place to minimise the risk of infection.

People's relatives gave positive feedback about the care people received. People's needs were assessed, and care plans contained detailed and person-centred information. People were supported to eat a balanced diet and we received positive feedback about the quality of the food. We observed people were cared for in line with their personal preferences including their preferred choice of clothing and what was important to them. People told us staff were able to meet their needs and we observed warm interactions between staff and people. One person said, "The staff are pretty good, very caring." Another person said, "They're absolutely brilliant." Staff had completed training relevant to their role and were supported with regular supervision. Staff worked effectively with other agencies and supported people to access healthcare services.

Staff were clear about their responsibilities and good systems were in place to ensure good governance both at registered manager and provider level. The culture of the home was person-centred, and people were supported to achieve good outcomes. One person's relative told us, "I live locally, and their reputation has always been outstanding. They provide an excellent quality of care, and they give it with compassion. It's like a family there." A visiting professional told us, "They provide a caring, warm and easy-going atmosphere. There is a sense of people being at home here, of familiarity amongst residents and staff, of friendships, of people's difficulties being recognised and tolerated unless needing intervention."

People were encouraged to be involved and give feedback both informally and through resident meetings. Senior staff described a culture where they were encouraged, and felt safe, to challenge each other and reflect on their own performance using models of practice designed to support professional and personal development. One member of staff told us, "I think this is one of the best homes I've ever worked In. They're always looking to improve things."

The provider was active in the local care industry and spent time engaging with the local authority and other providers to drive improvement. Their commitment to continuous learning and improving care not only in their own homes, but across the county, demonstrated a strong commitment to improving outcomes for people using services.