Melrose Care Home

We found the following examples of good practice.

Melrose had an active and extensive activities timetable. Staff had been creative, along with the people, in thinking of ways to improve well-being and minimise isolation despite a lack of external activities and reduced visitors. This included activities linked to special occasions, for example, people learnt how to write their names in Chinese characters for Chinese New Year. The Well-being Assistant had implemented a monthly newsletter to keep people and their loved ones informed of the events in the home.

The home had installed a sealed 'pod' in a conservatory to enable visits to continue safely. This was accessed externally by visitors, without coming into the home and was sealed from floor to ceiling, with microphones to support communication.

Staff were wearing appropriate personal protective equipment (PPE) in line with government guidelines and there was plentiful supply seen around the home. Staff had also undertaken additional infection prevention and control training.

The home was clean and tidy. The housekeeping team were assigned to specific areas of the home to ensure all cleaning tasks were completed thoroughly.

Testing in the home was completed in line with government guidance. This was done by the same staff member each time, to allow people to build rapport with them and feel more at ease while the test was being completed.

The registered manager and relatives of people spoke positively about the team and how they had managed during the pandemic. One relative reported, "Staff have been absolutely fantastic throughout a difficult year". Another said, "I have nothing but praise for the amazing team. I am confident my parents are in the safest place possible during this pandemic."

The five questions we ask about services and what we found