Stratford Bentley Care Centre

As part of our assessment, we spoke with people who lived in the home, their relatives, staff, the registered manager and a director of the provider company. We sought feedback from healthcare professionals, reviewed care plans, medication records, recruitment files and quality assurance records.

There was an established registered manager who demonstrated a very detailed knowledge and understanding of people and their clinical needs. Staff described the registered manager as leading by example and working alongside them to ensure people received good standards of care. Staff told us there was a culture of learning in the home and felt confident to speak up knowing any concerns would be thoroughly investigated and responded to. The provider promoted a multicultural and diverse staff team, encouraging them to complete further training to develop their knowledge and increase their confidence.

Risks to people’s health were assessed and staff worked in accordance with best practice to mitigate risks. However, some observed risk management strategies needed to be embedded within written risk management plans. Medicines were received, stored, administered and disposed of safely. The environment was clean and staff understood the actions they needed to take to minimise the risk of infections spreading.

There were enough staff with the right skills and experience to meet people’s needs safely and effectively. Staff worked with other health and social care professionals to ensure people received joined up care, thereby promoting positive outcomes. External healthcare professionals described good communication channels to support safe transitions between services and continuity of care. They told us referrals were timely, clinical advice actioned and any deterioration in people’s health escalated appropriately.

Staff spoke with empathy about people and we saw staff responding to people and communicating effectively with them. Staff identified any barriers to people’s access to care and treatment and where possible, implemented reasonable adjustments or made alternative arrangements to ensure people received the care they needed. Staff encouraged people to discuss how they wanted to be supported when their health deteriorated.

Systems and processes were in place to monitor the quality and safety of the service. The provider and registered manager used checks and audits to identify where improvements were required or changes in practice needed to be introduced.