Hall Grange

People were in regular contact with their families. Relatives were able to visit people in the communal garden and have window visits. People receiving End of Life Care and those with dementia struggling with lockdown had a nominated Essential Family Carer (EFC) that was allowed to visit them inside the home during lockdowns. Staff made sure visits were carried out in a safe way. When relatives were not able to visit, they kept in touch with people through video and telephone calls. Staff kept relatives regularly updated about people through emails, telephone calls and social media.

Staff screened all visitors to the service for symptoms of infection and gave them information about the safety procedures they should follow to ensure their safety and the safety of residents and staff. People and staff were tested for COVID-19 in line with current guidance. The service also tested the EFCs when testing staff.

All staff had been trained in infection prevention and control (IPC) and the use of personal protective equipment (PPE). There were designated areas for staff to don and doff PPE and hand sanitising and washing facilities were easily accessible to people, staff and visitors. There were COVID-19, PPE and hand washing information signs throughout the home. We observed staff followed current IPC guidance and practice throughout our visit. Staff only worked at this location and were cohorting to reduce the risk of spreading infection. This meant the same staff worked in the same units and did not spend time on the other units.

The home had two designated lead staff for IPC to make sure staff complied with current guidance and practice. Any concerns found during the registered manager's checks and IPC audits were acted on immediately.

The service's IPC policy was up to date and in line with current guidance. The service had plans in place to respond immediately and appropriately to an outbreak of infection to ensure the safety of people and staff.

The service had surveyed people's wellbeing and got people's feedback on the impact of COVID-19 and lockdown. The provider used the information to respond to people's concerns and needs and took targeted steps to improve people's experiences and wellbeing.

Further information is in the detailed findings below.

The five questions we ask about services and what we found