Sunningdale House Care Home

People felt safe and protected from the risk of harm and abuse. Systems were in place to keep people safe.

There was a safeguarding policy, staff had safeguarding training and told us how they would report any concerns. Staff said they were confident all concerns would be dealt with appropriately.

Staff supported people who had capacity to make decisions about risk. Risk assessments were completed to promote independence and minimise risks to people. Care plans were clear and provided guidance to staff to keep people safe. The provider ensured there were sufficient, safely recruited staff on duty, who had received training to meet people’s needs.

Leaders created and embedded a positive and proactive learning culture at the service. Any incidents or accidents were reviewed and investigated by the registered manager. They reviewed individual accidents and incidents to check that all necessary action had been taken in response. They also monitored these records to identify any developing trends that might indicate further changes were needed. This helped to maximise people’s safety and enabled staff to deliver safe care and support.

People were cared for by staff who were kind and respectful when helping them with daily living tasks. During the site visit, we observed examples of staff engaging with people in a gentle and sensitive manner. They took time to listen to people. We observed positive interaction between people and staff, including chatting, laughing, and joking. Staff supported people with group and individual activities as they preferred. Staff were very attentive and spoke with and reassured people throughout the day.

Staff promoted people's independence and choice. They supported people to have control over their own care and to make decisions about their care and support where possible. The policies and systems in the service supported this practice.

People were encouraged and supported to maintain relationships and networks that were important to them. Relatives told us they visited people regularly and that there was always a warm welcome for them.

People were treated as individuals and their views sought and listened to. People were asked for their views on how the service was managed and they knew how to complain. People, relatives and staff said they felt listened to and were confident in the management of the service. People were aware of how to raise any concerns but said they had no cause to complain. Where a relative had raised minor issues, these had been addressed. Comments from people included, “No I have no complaints… They're all very good to me here” and “No, (complaints) but I would speak with one of the girls if I had. They would listen to me”.

People told us they had access to healthcare professionals when needed to ensure the best possible outcomes for their health. Healthcare professionals expressed confidence in the staff team and confirmed referrals were appropriate and timely. Comments included, “We have no concerns about the standard of care that is given to the residents” and “I think the home seems to work well with me. The staff appear very caring towards the residents”.