Prince Michael of Kent Court

We assessed all quality statements in the safe key question and found areas of good practice. We found concerns with medicine management, risk assessments and recruitment of staff. The registered manager took prompt action to address the concerns identified. People and their relatives told us people were safely cared for, and they were happy living at the home. There were enough staff to support people and keep them safe. The home was clean and free from malodour. Staff assessed the risks in the home environment. They also carried out safety checks on the environment and equipment. There were suitable plans for emergency situations and how the staff should respond to these to keep people safe. The provider had systems for learning when things went wrong and making improvements to the service.

We assessed all quality statements in the effective key question and found areas of good practice. Before people moved into the home, the provider carried out comprehensive assessments of people before they moved to the service. People's nutritional needs had been met and people told us they were happy with the menu. The staff regularly reviewed people's needs to make sure information was up to date and any changes were recorded. The staff were well supported by the management team and each other.Staff kept records which evidenced people had regular appointments with different healthcare professionals and that recommendations from these professionals were followed. Senior staff had assessed people's mental capacity and had made applications for DoLS authorisations as needed. They had information about people's legal representatives and those who should be involved in making decisions in people's best interests.

We assessed all quality statements in the caring key question and found areas of good practice. People, and their families and external professionals felt people were treated extremely respectfully and were well cared for. Staff were kind and caring when supporting people and were always attentive. People’s privacy and dignity were respected and they were treated as individuals. People were encouraged to be independent and were supported to make choices where possible. People were active partners in their care. Staff were fully committed to empowering people, working in partnership and getting people to realise their potential. We observed staff adapting their style and how they interacted with people to suit people’s individual needs, offering support in a way that promoted people’s independence. Staff were never rushed in their interaction. They explained to each person how their care would be delivered and respected people’s decisions. The staff were well supported by the management team and each other, and all staff told us they enjoyed working at the home.

We assessed all quality statements in the responsive key question and found areas of good practice. People received care that was personalised to their needs and preferences. Care plans were person centred, and information was provided to people in a way they can understand. Systems were in place to manage complaints. The environment was designed and maintained to a high standard. Communal areas were comfortable and appropriately equipped. The registered manager was carrying out a programme of refurbishments across the home and at the time of the assessment was making some rooms sensory. Family members were very positive about these changes. The registered manager and staff spoke about the importance of having regular staff work with people as people enjoyed being cared for by the same staff.

We assessed all quality statements in the well-led key question and found areas of good practice The provider had a series of quality assurance systems in place that included weekly and monthly audits, was accurate and information was accessible to people. Quality monitoring systems were in place to ensure there was a cycle of continuous improvement however these audits did not identify some of the issues we found. The home worked in partnership with a team of local “Friends” local community groups, professionals to ensure people’s needs were met. Staff overwhelmingly told us they enjoyed working at the home and they felt supported by the registered manager. There had been a series of whistleblowing concerns which had significantly impacted the management team. The registered manager and management team had worked hard to investigate all concerns whilst providing ongoing care and support to people.