Archived: Winifred Kettle Community Care Centre

We observed staff attending to people who used the service in a polite and respectful manner. We saw a number of cards and letters with positive comments made about people’s care and treatment. Comments included, “Your dedicated care and attention, good food, lovely surroundings and excellent staff have brought X back to us”, and, “They accepted X with all her complexities and worked hard to regain her dignity and a better quality of life”.

We looked at a sample of three care files and these contained relevant health and personal information. People’s levels of skill, independence and need were clearly recorded and regularly reviewed and updated.

We saw evidence of appropriate safeguarding procedures and guidance. Safeguarding issues were followed up appropriately and the correct procedures followed.

Staff had been subject to a robust recruitment and induction procedure. They were appropriately qualified for their roles and training and development were on-going.

We saw questionnaires were used regularly to ensure that people’s views and concerns were noted and any issues raised were addressed. Audits were carried out on a regular basis to help ensure a good quality of service delivery.

We looked at care plans for five people and saw that they contained evidence of verbal or written consent being sought from people who used the service, where appropriate. We also saw that the records contained up to date and factual information and evidence of good partnership working within the multi-disciplinary staff team.

We spoke with two people who used the service and one visitor. One person said “Excellent food, excellent staff, excellent everything.” Another told us “Cleanliness is wonderful, food is excellent, everyone is helpful.”

We saw that the home held appropriate policies and procedures relating to cleanliness and infection prevention and control and that information was updated and disseminated to staff as needed. We saw that a number of audits were carried out regularly to help ensure high standards of hygiene were maintained and the risk of cross infection minimised.

We spoke with four staff members, all of whom felt they were well supported in their work. We saw that they were given all mandatory training and that training and development was ongoing.

We looked at the complaints procedure and saw that people who used the service were made aware of the process verbally and via a leaflet. Complaints were taken seriously and followed up appropriately.