Archived: Devonshire House

Devonshire House can provide accommodation and personal care for up to 65 older people, some living with dementia. At the time of our inspection there were 61 people living at the service.

There was a registered manager in post. A registered manager is a person who has registered with CQC to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

On day one of our inspection we gave feedback to the registered manager and other supporting managers from within Anchor. Feedback was listened to and taken seriously. An action plan was devised and sent straight to the Inspector responsible. On day two of the inspection we found that many of the matters raised at feedback from day one had been addressed. This responsive approach to matters raised gave us confidence in the management and provider.

Example of matters raised initially were in relation to medicines management, safety with moving and handling whilst using equipment such as hoists and windows not being restricted. The plan devised to address these concerns was well on its way to be completed to ensure safety of people was maintained. This open and transparent culture of learning from events so no one else was placed at risk was key to the management approach. Staff said the management were available and responsive to suggestions. The culture that staff spoke of was one of listening and responding to matters raised.

People using the service told us that they loved the environment that they lived in and felt well supported by the staff whom they believed were very caring and knew their needs. We observed a staff group who were caring and compassionate and wanted to do right by people. Staff had sufficient time to spend with people and there were a variety of interests for people to follow. If people had concerns then these were dealt with appropriately and examples shown were that the manager wanted to ensure no repeat events. People’s views were sought and in a recent case people were part of staff recruitment.

Staff told us that they were well supported with training and direction from managers and welcomed the changes made by the new provider. Staff were becoming enlightened to new ways of working that they had previously not been fully aware of. Examples included how in practice to implement the Mental Capacity Act and a better understanding of how to support people living with dementia.

We found that medicines could be better managed to ensure that people received their medicines as the prescriber intended. In addition records relating to health monitoring and food and fluid in take could be better completed to ensure monitoring is consistent. You can see what action we have told the provider to take at the back of this report.

People told us they were happy with the food. Comment's included, 'I am offered a choice of meals every day and I always get a choice of drinks when I want them, including wine or sherry at the main meal if I want'. 'The food is very good it is served nicely'. 'The staff help me at meal times as I am unable to feed myself, they are nice and patient'. A person staying at the service for a period of respite, provided very positive feedback about the service they received and told us that they were happy with the environment, staff and management.

We found that care was provided according to people's assessed needs. People's nutritional needs were being met. The service had good arrangements in place to manage people's medicines. We found that there was enough trained and qualified staff to provide safe care and to keep the environment clean.

We spoke with two people visiting the service. Overall feedback was positive. One visitor felt their friend could be supported better to manage their personal hygiene. They also told us that they felt the meal time had appeared to be rushed on this occasion. One visitor told us, 'I can not fault the home, and the way the staff support my relative'. They told us that the quality of the food was excellent; and that their relative was able to choose what they wanted to eat and where they wanted to eat their meals. They told us that they have a long drive to visit their relative, but would not want to move them from the service, as they were very settled and that the care they received was very good.

We found that care was provided according to people's assessed needs and people were asked for their views about the service. We found that staff were recruited appropriately, well trained and had the skills required to provide safe care.