Seven Hills Nursing Home

People received highly personalised care based on comprehensive assessments of their health, wellbeing, communication, and support needs. Where people were able, they were actively involved in planning and reviewing their care, with involvement of those important to them; advocates were used where people lacked capacity. Health and social care professionals consistently praised the service’s partnership working, responsiveness and commitment to achieving positive outcomes. One professional said, “During my visits, I have found the care records to be well maintained and up to date, the staff knowledgeable and well trained, and the overall organisation of the home to be consistently of a high standard.”

Staff worked in successful partnerships with other health care professionals to ensure people received effective support. Risks to people were assessed, monitored and reviewed on a regular basis to ensure safe outcomes for the people using the service. For example, a health care professional told us that staff were exceptional at monitoring peoples nutritional needs, this was discussed each week with the involvement of the cook. The professional said, “The cook is excellent and has been really knowledgeable and receptive to discussing diets to make sure people receive the correct diet [to meet their needs].”

Staff were exceptionally knowledgeable about managing people’s agitation and anxieties. One health care professional explained how they had supported a placement of a person who presented with highly complex and challenging needs. They said, “There was considerable pressure to identify a provider capable of meeting those needs safely. When I carried out the client's 3-month review, I was genuinely impressed by the progress that had been made. Through consistent, skilled and person-centred care, the nursing and staff team had significantly reduced many of the behaviours and challenges that had previously been evident.”

Policies and procedures promoted equality, diversity and inclusion and we saw people were supported in a way which upheld their rights and preferences and valued people’s individuality. Staff adapted their approach and interactions with people to gain their views and promote positive outcomes. Care records showed people accessed specialist services when required to meet their physical, emotional and spiritual needs.

We checked and found staff and the management team worked within the principles of the Mental Capacity Act 2005 (MCA). People were not subject to unlawful or excessive restrictions, and they had choice, control and freedom over their lives.

Staff were exceptionally caring and treated people with kindness, dignity, and compassion. Interactions were warm, respectful, and person centred. Care plans reflected people's individual preferences, choices and decisions. People and relatives told us they felt listened to, respected and fully involved in decisions affecting their lives. We received positive feedback from health care professionals. One said, “The care staff are all extremely caring and know the residents very well, I see the same faces [staff] they seem to have a very low turnover of staff.”

We found staff had the appropriate skills and knowledge to deliver high-quality care. Where individuals required specialist support, this was effectively provided by the service.

Staff were recruited safely, with all necessary pre-employment checks completed. Staff also received regular competency assessments and supervision to ensure they received the support they needed to carry out their roles confidently and safely. Staff told us they felt supported by the management team, and they all worked well together. One staff member said, “There is a fabulous culture, my managers are very good; fair and supportive.” Another said, “The providers are accessible and know you well; you feel appreciated and we all work very well as a team.”

The providers and management team were highly visible, knowledgeable, and committed to helping people live fulfilling and meaningful lives The service demonstrated a positive learning culture, where feedback, training and reflective practice was used to continuously improve the quality of care delivered.

People told us they felt they could raise concerns and felt listened to. Staff made sure people understood their care and treatment to enable them to give informed consent.

The provider shared concerns quickly and appropriately. Management and staff understood their safeguarding responsibilities and concerns were responded to appropriately.

Leaders had clear roles, accountability, and effective governance systems in place to deliver high-quality care. They maintained strong oversight of performance and risks, using audits and reviews to drive continuous improvement. The management team were passionate and continually looked at ways to learn and improve the service.