Vale View Heights

A new manager, who had already been working at the service for an extended trial period, was appointed during this inspection. People, relatives, staff, and health professionals all told us they had seen improvements over recent months. One member of staff said, "It's going better now, we've got more staff and the new managers have bought a few changes so it's so much better now." Another staff member said, "The quality of the care is better now it is under new management, it's going very well."

People, staff and relatives told us the culture of the service was improving. One relative said, "It's friendly and welcoming, [Name] always talks positively about the home." A second relative said, "The atmosphere is a lot better, more friendly."

Systems to monitor quality performance continued to develop and embed. There was evidence these systems were now identifying where improvements were required, and progress was being monitored in a systematic way.

People's risks were assessed and regularly reviewed, and care plans accurately reflected people's level of risk. People's pressure areas were well managed and weekly clinical governance meetings were held to review people's risks. Medicine administration systems were well managed, and people received their medicines as prescribed. People and their relatives told us they felt safe. One relative said, "I feel [name] is safe at the home." Another relative said, "[Name] is safe, the carers are very nice."

Incidents and accidents were regularly reviewed to identify any actions that could be taken to minimise the risk of the same thing happening again. Staff were recruited safely and there were enough staff to meet people's needs. Systems were in place to ensure the safety of the premises was well managed.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People's needs had been assessed and care plans contained information about people's health needs, and how staff should support them. Care plans included a detailed summary which gave staff a good overview of people's needs, for example if they needed assistance to mobilise or required a modified diet. We received positive feedback about the quality and variety of the food. One person said, "The food here is excellent." Another person told us, "The food is excellent, and they ask us to recommend meals we like, for us to add them on the menu."

Systems were in place to ensure staff completed appropriate training and new staff completed mandatory training prior to starting work. One staff member said, "The training is good, and quite exciting, they are all very helpful." Staff were supported with regular supervision.

People were supported to stay active, to develop and maintain social relationships and to take part in a range of social activities. Organised group activities included exercise classes, music, bingo and a weekly quiz and equipment was provided for people to maintain personal hobbies, such as painting and pottery. Children from a local playgroup made regular visits during the school holidays. One person said, "I come alive when the little people visit."

The home's minibus was used for regular outings, and staff organised surprises and events around people's individual interests. For example, one person had sung with a local chamber choir for many years before moving to Vale View Heights. Staff organised for the choir to visit the home and perform for the person's birthday celebrations. Their relative told said, "It was amazing."

People's relatives told us care was provided in line with people's personal preferences. One relative said, "[name] goes to bed and gets up when she prefers." A second relative said, "They make their own choices." A 'resident of the day' system was in place. Senior staff from each department completed an information return with the person which was collated and used to update care plans. This included information about food preferences, maintenance requirements or any person specific issues. People's families were asked to contribute to the review and updated with any changes.