SS Philip & James Retirement Home

SS Philip and James Retirement Home is a 'care home'. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and care provided, and both were looked at during this inspection.

SS Philip and James Retirement Home accommodates 32 people across three adapted houses which are interlinked as one building, each of which has separate adapted facilities.

People's experience of using this service: ● People and relatives were full of praise for the excellent service they received. Relatives said, "We're over the moon with it", "It's amazing" and, "We're delighted." ● Staff provided person-centred support by listening to people and engaging them at every opportunity. Staff were very kind and caring. People told us, "I'm so lucky to be here" and, "You just don't get any better." ● One healthcare professional told us the service was, "An incredible home…very responsive." ● Relatives were highly complimentary about the support they and their loved ones received when their loved ones were at the end of their lives. They said the service was outstanding and the kindness and compassion were exceptional. ● Staff provided pamper sessions such as bubble baths, massages and alternative therapies for people. ● Although the registered manager ran a well organised service, the providers audits had not identified the manager had not notified CQC when one Deprivation of Liberty Safeguards (DoLS) application had been authorised. During the inspection we spoke with the manager to ensure CQC was notified in these cases. ● The provider sought the views of people's relatives and took opportunities to improve the service. Staff were supervised, supported and clear about what was expected of them. Audits and checks were carried out, so any problem could be identified and rectified. ● People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. ● Staff were trained and supported to be skilled and efficient in their roles. They were very happy about the level of training and support they received and showed competence when supporting people. ● The provider had processes in place for recruitment, staffing levels, medicines management, infection control and upkeep of the premises which protected people from unsafe situations and harm. ● Staff understood their responsibilities to protect people from abuse and discrimination. They knew to report any concerns and ensure action was taken. The manager worked with the local authority safeguarding adults team to protect people. ● The premises provided people with a variety of spaces for their use with relevant facilities to meet their

needs. Bedrooms were very individual and age and gender appropriate. ● Support plans were detailed and reviewed with the person when possible, staff who supported the person and family members. Staff looked to identify best practise and used this to people's benefit. Staff worked with and took advice from healthcare professionals. People's health care needs were met. ● People had a variety of internal activities, such as games and entertainers which they enjoyed on a regular basis. Staff promoted people's dignity and privacy.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk.