• Care Home
  • Care home

Friends of the Elderly Malvern

Overall: Good read more about inspection ratings

148 Graham Road, Malvern, Worcestershire, WR14 2HY (01684) 574385

Provided and run by:
Friends of the Elderly

Latest inspection summary

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Background to this inspection

Updated 18 May 2023

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

The inspection was carried out by 1 inspector, a nurse specialist advisor and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service. On the first day 1 inspector, a nurse specialist advisor and Expert by Experience attended. On the second day 1 inspector and a nurse specialist advisor attended.

Service and service type

Friends of the Elderly Malvern is a ‘care home’. People in care homes receive accommodation and nursing and/or personal care as a single package under one contractual agreement dependent on their registration with us. Friends of the Elderly Malvern is a care home with nursing care. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there were 2 registered managers in post.

Notice of inspection

This inspection was unannounced.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority who work with the service. We also requested feedback from Healthwatch to obtain their views of the service. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection

During the inspection

We spoke with 8 people who lived at the home about their experience of the care provided and 3 relatives. We spent time observing how people were cared for. We used the Short Observational Framework for Inspection (SOFI). SOFI is a way of observing care to help us understand the experience of people who could not talk with us. Additionally, we received feedback from a further 6 relatives via email.

We spoke with 11 staff which included the registered managers, unit manager, regional director, shift leader, health care assistant, nurse, activities coordinators, housekeeper and maintenance person. We also spoke with a visiting health professional for feedback on their experience of care and working with the management and staff team.

We reviewed a range of records. This included 9 people's care records and multiple medicine records. We looked at 3 staff files in relation to recruitment. A variety of records relating to the management of the service, including accident and incident records, policies and procedures and a sample of completed audits and checks were reviewed.

Overall inspection

Good

Updated 18 May 2023

About the service

Friends of the Elderly Malvern is a residential care home providing personal and nursing care to up to 97 people. The service provides support to older people living with dementia. Care is delivered across three separate buildings: Davenham is a residential unit, Bradbury Court accommodates people living with dementia and Perrins House provides nursing care. At the time of our inspection there were 53 people using the service.

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

Since our last inspection improvements had been made. Environmental risks had been identified and assessed. However, systems to manage people’s care and risks required further development and embedding into staff practice. The registered managers acknowledged governance systems required further improvement.

The provider had effective safeguarding systems in place and staff knew what actions to take to ensure people were protected from harm or abuse. There were enough staff to meet people’s needs and ensure their safety. The provider used agency staff to cover any shortfalls in staffing levels. The registered managers pre booked agency staff in advance to ensure consistency of the same agency staff as much as possible. The provider continued to recruit safely.

People’s needs and risks had been assessed. Staff had the skills and knowledge to support people appropriately. Staff were supported through induction, training, and regular supervision. People were able to choose their meals and were supported to maintain a healthy diet. People had access to healthcare professionals when they needed them. 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 were treated with compassion. Staff were kind and caring. They respected people’s privacy and dignity and supported people to be as independent as possible.

The provider had a complaints policy in place. People and relatives were aware how to raise any concerns and felt comfortable in doing so should any arise.

The registered managers and staff worked closely with health and social care professionals to plan and deliver an effective service to people to meet their needs. People and their relatives’ views were sought and considered to help drive through improvements.

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

Rating at last inspection and update

The last rating for this service was requires improvement (published 13 June 2019). The provider completed an action plan after the last inspection to show what they would do and by when to improve.

At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

The overall rating for the service has changed from requires improvement to good based on the findings of this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Friends of the Elderly Malvern on our website at www.cqc.org.uk.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.