Wendreth Court

We found evidence that following an incident, accident or concern, actions were taken including reporting to the right people, completing incident reports and sharing lessons learnt. Staff told us that they felt they could approach management to report concerns and that they would be listened to. We saw evidence that complaints from relatives had been investigated and they had been provided with an update and feedback. People told us that staff were approachable and gave us examples of when feedback had been used to improve quality of care. People we spoke to did not have any issues with safety. All were happy with the way staff went about helping them with mobility and personal care. There were enough staff with the right skills.

People told us they had input into care plans and that likes and dislikes had been adhered to. We saw evidence that people's needs were regularly reviewed, and the home liaises with other services when needed. We saw evidence that the home is open to innovative approaches to improve quality of care including taking part in research studies and inviting external teams to deliver training. We observed staff working well together and sharing information in clinical meetings. We found care plans included planned outcomes for people and how to achieve outcomes. We observed some areas for improvement with the lunch service which the provider immediately addressed.

We observed staff showing kindness, patience, respect and compassion. One relative told us that they are asked to leave the room when their family member is being given personal care which shows that dignity is being preserved. We observed staff always knocking before entering a bedroom and we heard staff promoting independence and supporting people when required. People told us ‘I’ve settled in well; the staff are so caring’. Care plans included information on communication, people’s preferences, life history and favourite social activities. We observed and overheard staff offering people choices regarding activities and food and drink.

We saw that care plans included people’s religious, spiritual and cultural needs. We found evidence of good partnership working and links with community services. Resident and family meetings were held, and relatives told us that the manager was very quick to resolve any issues. We found discussions regarding end-of-life planning recorded in care plans. We found information was accessible for people including how to raise a complaint or safeguarding concern. We observed the environment was suitable for people with mobility needs and the service was working to make the home more dementia friendly.

People told us that the manager is visible, and they get on well with them. Staff told us that there is a positive culture at the home. They said they felt able to raise concerns and that they were listened to. Staff had a clear understanding of who to report concerns to and safeguarding processes. The service had a development plan which included audit findings, survey feedback and new initiatives. The registered manager had arranged external training, and staff were supported to develop their skills. We found care plans provided lots of evidence of working well and collaborating with other services to improve people's health and well-being.