Burrswood Care Home

The provider had been proactive in promoting a culture of safety. People felt safely supported and relatives confirmed, their relation was safe. Staff could confidently describe safeguarding processes and were supported to raise any concerns they had without fear of blame or reprisal. The management team were open and honest and continually identified learning to embed good practice. Accidents and incidents were recorded and reviewed to reduce repeat occurrences. Risks were assessed and staff provided care and support in the least restrictive way. People at risk of falls had strategies in place to reduce the risk of falling and injuring themselves. People who may become distressed were supported in a person-centred and positive, risk-based way which had been proven in reducing levels of agitation. People were supported safely with weight management, ensuring their skin integrity was cared for and where they were at risk of choking. The environment was safe and internal and external checks were completed as required. Staff were recruited safely and were supported with a robust induction, training, and supervision. The home was clean and infection control processes were followed. There had been vast improvements in the safe management of medicines. We identified some low-level concerns which were rectified immediately.

The needs of people were continually assessed. Assessments fed into person-centred care plans which ensured people’s choices and preferences were identified. The provider followed best practice guidance to support people such as malnutritional risk tools. People were supported effectively with nutrition and hydration. People received support from a host of health and social care professionals. People were reviewed regularly by a GP and received emergency health support when required. The management team had a good relationship with health and social care professionals in the best interests of people living at the home. People told us staff sought their consent before providing any interventions. We observed staff obtaining consent from people prior to offering care and support. Where people did not have the capacity to consent, care and support was agreed and recorded in people’s best interests.

People told us they were supported with kindness, empathy, dignity, and respect. We observed kind and caring interactions from staff to people living at the home. It was evident, staff knew people well. People were supported to maintain contact with their family and friends and relatives were welcomed into the home. People’s personal and social interests were encouraged, and cultural and religious choices were observed. Staff promoted people’s independence and we were told; people were encouraged to do as much for themselves as possible. The management team were reviewing people’s care holistically and had identified strategies to improve outcomes for people who could become distressed. This had been key in supporting some people maintain their independence and freedom while being kept safe. Staff felt supported and respected by the management team. Staff told us their overall wellbeing had improved as the culture of the home was now positive and they felt involved in the operations of the home.

People’s care and support needs were recorded in an electronic care plan and all staff had access to care records via electronic devices. Care plans and risk assessments were fully completed and identified people’s current needs. The records were regularly reviewed, and staff could accurately describe people’s support needs. Staff were not always recording care interventions in real time. We raised this with the management team who since provided staff with additional training. This did not impact upon the delivery of care. People were supported to communicate in their chosen format. The home employed some staff who were multi-lingual and were able to speak some people’s first language. Information could be presented in suitable formats such as large print and in easy read documents. The provider had identified the need to improve signage around the home and this was part of their improvement plan. Concerns and complaints were listened and responded to. Relatives in particular told us since the implementation of the new management team, they were less likely to officially complain as the registered manager had an open door and they were able to contact them anytime. People and staff were treated as individuals and their diversity was respected and protected. People were supported effectively when they were at the end of their life.

The management team had a shared vision, strategy, and culture. The challenges of improving since the last inspection had started with changing the culture of the home and ensuring staff had the correct values and they were included in the operations of the home. People, their relatives and staff told us the management team were completely visible and open. The registered manager operated a “No blame” culture and spoke with positivity about being transparent and learning from where things had gone wrong. Local authority partners gave us positive feedback about the improvements and told us the management team were responsive to their visits. Leaders had the skills, experience, and knowledge to lead the staff team. Staff spoke positively about the learning they had gained from the management team and how they implement the learning into their everyday roles. Staff were being supported with their personal development and provided with opportunities to obtain additional qualifications in their role. Governance systems had improved, and a new divisional director added an additional level of scrutiny to audits and oversight. The auditing process for daily records had not always identified areas for improvements but this was addressed following our feedback. Staff felt empowered to speak up without fear of reprisals. The home had received many compliments and people, and their relatives were extremely positive about the improvements since the last inspection. The provider was in the process of obtaining more formal feedback from people.