Archived: Coombe Hill Manor

People’s experience of using this service and what we found

We continued to find areas of outstanding practice in the care provided by Coombe Hill Manor. As at our previous inspections, the registered manager and staff team demonstrated an exceptional commitment in enabling people to receive high-quality care that met and exceeded their needs.

People using the service and their relatives were very positive about the care and support provided at Coombe Hill Manor. Typical comments included, “The staff are sympathetic – caring. They are never brusque”, “I can’t think what they could do better”, “I think it is very good” and, “I wouldn’t want to move out of here.”

The registered manager and her staff team remained committed to providing high quality compassionate care. There was also a strong emphasis on ensuring compassion, dignity and respect at the end of a person’s life. The Augusta floor supporting people living with dementia continued to demonstrate best practice in this specialist area.

The service continued to be exceptionally responsive to people’s changing needs. People had access to a wide range of activities and events along with excellent facilities.

Care and nursing staff and the registered manager continued to ensure people’s changing needs were met and strove to ensure people received exceptional person-centred care. People and their relatives said their concerns and views were listened to and acted upon. Records confirmed this.

Individual care and support needs were fully assessed, documented and reviewed at regular intervals. The electronic system for care planning provided an effective tool for staff to do this.

People were kept safe. Despite difficulties in recruitment locally, we found there were enough staff deployed to help ensure people’s needs were being met. Staff received training around safeguarding vulnerable people and knew what action to take if they had or received a concern.

People received their medicines as prescribed. Any risks associated with people’s care were managed well and people were supported to maintain their independence wherever possible. Systems and records were up to date and continually monitored.

People and their relatives told us that they received an effective service. People received the support they required to meet their health and nutritional needs. Feedback about the food provided was mixed however we saw the service continued to actively engage with people using the service to try to increase satisfaction levels.

Staff were safely recruited and received a full induction to the home followed by a comprehensive programme of training. Staff we spoke with were positive about the service provided and said they felt able to recommend the home to others.

We found 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.

The registered manager and her staff team remained committed to providing high quality compassionate care. There was also a strong emphasis on ensuring compassion, dignity and respect at the end of a person’s life. The Augusta floor supporting people living with dementia continued to demonstrate best practice in this specialist area.

Good leadership, management and governance of the service continued to support the delivery of high-quality and person-centred care. Effective systems were in place to monitor and continually improve the quality of service people received at Coombe Hill Manor.

The registered manager kept up to date with good practice and continued to be committed to ensuring the highest standards at Coombe Hill Manor. There was praise from people and relatives as to how the service navigated the COVID-19 pandemic since 2020 and the associated staffing pressures. A relative complimented the home saying, “It is in no small measure thanks to your professionalism and kindness that my [relative] has survived and that I can visit them now that it is possible to travel again.”

Rating at last inspection and update

The last rating for the service under the previous provider, Signature of Coombe (Operations) Ltd was outstanding, published on 9 February 2019.