Deerhurst Care Home

We found the following examples of good practice. People were protected by the homes infection prevention control policies and procedures. Visitor arrangements were constantly reviewed and supported based on government guidelines. One relative told us, "The manager has always kept us fully up to date with constant change. They always manage to keep us calm and confident that they are doing the right thing to protect people". Prior to any visits people were informed of the procedures they should expect on arrival. People were asked not to visit the service if they displayed any symptoms related to Covid-19 and took a lateral flow test (LFT) before entering. Everyone provided contact details to support the track and trace system. Visitors were shown to the area of the home they were visiting, by the shortest and most direct route.

Each person had been individually risk assessed to ensure visits were person centred. This helped ensure their visits were meaningful whilst maintaining everyone's safety. Relatives remained supportive and respectful when guidance changed, and new policies had to be implemented. A recent satisfaction survey completed by relatives scored 94 per cent. One relative told us, "This is a fantastic place, I cannot speak highly enough of the support and care to my father. This kindness is also extended to family members. I went to a meeting held for relatives because the manager and staff wanted to know how we were and if we required any support".

Should there be a Covid outbreak the registered manager had ensured people had access to a nominated Essential Care Giver (ECG). This was usually a family member, but an alternative significant other would be nominated for those who did not have family. Enhanced risk assessments ensured this was managed safely and that all relevant testing and the use of PPE was maintained at all times. End of life visits had also been supported and respected so that people could spend time with those people who were important to them. We read a letter of thanks from a family whose parent had recently passed away. They praised everyone for the care they received and described how 'eternally grateful' they were to 'spend time together, holding hands and to be able to say goodbye in a very special way'.

The emotional wellbeing of people and their families had been supported throughout the pandemic. Contact was maintained through various initiatives. Staff were sensitive to people's feelings including anxiety, sadness and loss. Positive, meaningful activity provision continued, including celebrating special events and trips in the local community. We observed a group activity whilst we were at the home. People were clearly enjoying themselves and there was a happy atmosphere throughout all areas of the home. One relative told us, "My father is in good spirits, he loves it here and there is always lots of laughter".

The provider and management team were proud of their staff and recognised the difficulties for them during the pandemic. Despite increased pressures and challenges staff continued to work well as a team and support each other. Staff welfare had been considered and supported throughout. The registered manager told us about a recent staff wellbeing week which included alternative therapies such as mindfulness sessions, Indian head massage and Reiki, a Japanese form of energy healing. An independent consultant had been working closely with the registered manager to support emotional well-being and resilience.

People continued to receive prompt medical attention when they became unwell and relationships with health professionals remained good. The vaccination programme for people and staff had been well received. The home had various communal areas which helped support and encourage social distancing. Where this was not achievable, for example those people with dementia, staff were aware of the need for enhanced cleaning of frequently touched surfaces and people were supported to wash their hands regularly.

The housekeeping team contributed to keeping people safe during the pandemic. There were clear policies, procedures and contingency plans in place. Audits were undertaken, and actions were taken to ensure improvements were made. Staff had received Infection Prevention and Control (IPC) training and regular updates were provided. Spot checks took place to check staff understanding and compliance with the use of Personal Protective Equipment and IPC practices.

The five questions we ask about services and what we found