Hoar Cross Nursing Home

People's experience of using this service: Leadership was visible and included staff in developing the service to ensure it was person-centred. People and relatives all felt the staff team and management were approachable. Consideration had been given to supporting people with their protected characteristics. Quality assurance systems were embedded and effective at analysing information and identifying areas to improve care for people and ensure it was personalised. The service was innovative at helping people to remain independent and used technology to support this.

People were supported by a sufficient amount of safely-recruited staff. Risks were assessed and planned for and people were kept safe by staff who knew their needs and who understood their safeguarding responsibilities. Medicines were managed and administered safely. People were protected from the risk of cross infection and lessons were learned when things had gone wrong.

Staff received training and support to be effective in supporting people, with additional training available in specialist areas for those who chose to. People had access to a range of other health professionals to keep them healthy and plans were in place for people's health needs. People enjoyed the food and had a range of choices. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Staff were kind and caring and people felt they were treated with dignity and respect. Staff knew people well and had good relationships with people. People were supported to be independent and relatives could visit whenever they wished.

People had personalised care which catered for their preferences. A range of activities and events were available for people to partake in. There was a complaints procedure in place and any complaints received were investigated and responded to. People were supported to have a dignified end of life and the service worked with other health professionals to support people.

The registered manager and management team were well thought of by people, relatives and staff. The previous rating was being displayed and notifications were submitted as required.

Recommendations: • We have recommended review of previous version of mental capacity assessments. • We have recommended the consideration of developing personalised end of life plans for people.

Rating at last inspection: At the last inspection the service was rated Good overall (report published 21 October 2016).