Archived: Sunrise Operations Banstead Limited

Sunrise Banstead Operations Limited is a residential care home. The home is registered to provide accommodation and personal care for up to 97 people. The home is divided into two ‘neighbourhoods’, assisted living and reminiscence. Reminiscence provides care to people with dementia. The assisted living provided care and support to people who may have mobility and some health needs. At the time of our inspection there were 91 people living in the home.

The home was run by a registered manager, who was present on the day of the inspection. A registered manager is a person who has registered with the Care Quality Commission 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 and associated Regulations about how the service is run.

People’s human rights could have been affected because the requirements of the Mental Capacity Act were not always followed. Some mental capacity assessments and best interest decisions had occurred where people lacked capacity to make decisions about their care.

Where people’s liberty may be restricted to keep them safe, the provider had not always followed the requirements of the Deprivation of Liberty Safeguards (DoLS) to ensure the person’s rights were protected. DoLS applications had not been made for two people who had their freedom restricted. Since the inspection, the registered manager has confirmed that the applications have been completed. We have made a recommendation.

People were protected from avoidable harm. Staff received training in safeguarding adults and were able to demonstrate that they knew the procedures to follow should they have any concerns.

There were sufficient staff to keep people safe. There were recruitment practises in place to ensure that staff were safe to work with people. There were sufficient staff numbers deployed to meet people’s needs.

People’s medicines were administered, stored and disposed of safely. Staff were trained in the safe administration of medicines and kept relevant and accurate records.

Staff had written information about risks to people and how to manage these. Risk assessments were in place for a variety of tasks such as personal care, use of equipment and some health needs and they were updated frequently. The registered manager ensured that actions had been taken after incidents and accidents occurred.

People had sufficient to eat and drink. People were offered a choice of what they would like to eat and drink. For those people that needed it, weights were monitored on a regular basis to ensure that people remained healthy.

People were supported to maintain their health and well-being. People had regular access to health care professionals.

Staff were trained and had sufficient skills and knowledge to support people effectively. There was a training programme in place to ensure staff could meet people’s needs. Staff received regular supervision.

People were well cared for and positive relationships had been established between people and staff. Staff interacted with people in a kind and caring manner.

People, relatives and health professionals were involved in planning peoples care. People’s choices and views were respected by staff. Staff and the management knew people’s choices and preferences. People’s privacy and dignity was respected.

People received a personalised service. Care plans contained sufficient detail for staff to support people effectively. We have made a recommendation about detailing people’s life histories. People were supported to maintain their independence.

There were range activities in place which people enjoyed. Activities included drives out on the minibus, sewing groups, tea dances, reminiscence and physical exercise.

The home listened to peoples, relatives and staff views. There was a complaints procedure in place. The registered manager had responded to complaints in line with the provider’s policy.

The management promoted an open and person centred culture. Staff told us they felt supported by the manager. People and their relatives told us they felt that the management was approachable and responsive.

There were robust procedures in place to monitor, evaluate and improve the quality of care provided. Staff were motivated and aware of their responsibilities. The manager understood the requirements of CQC and sent in appropriate notifications.

People using the Reminiscence unit had dementia care needs, which meant they were not always able to describe their experiences of the service. To help us gather evidence of their experiences we used a Short Observational Framework for (SOFI). The tool is used to capture the experiences of people who may have cognitive or communication impairments and cannot verbally give their opinions on the service they receive.

We spent time observing how people spent their time, the support they received from staff and whether or not they had positive experiences.

Our observations of staff practice showed that people were receiving effective, safe and appropriate care, which was designed to meet their specific needs. We saw people felt comfortable in approaching staff and asking for assistance. People were relaxed and content in their surroundings. Staff engaged positively with people using the service to encourage them to communicate their consent, wishes and choices.

We found there were enough staff to meet people’s needs and staff told us they received regular training and felt confident to carry out their roles and meet the needs of people using the service.

One person’s who used the service said “The service here is excellent and I have no reason to complain.”

We found that the provider had a system in place to monitor the quality of the service they provided and we found that people were generally satisfied with the care and treatment they received.