Malvern View Care Home

Updated 26 March 2020

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 Care Act 2014.

Inspection team

Our inspection was completed by two inspectors and one 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.

Service and service type

Malvern View Care Home is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

The service had a manager registered with the Care Quality Commission. As they no longer worked at the service, we requested they apply to de-register. A new manager was in post and they had applied to register with the Care Quality Commission. This means the provider is legally responsible for how the service is run and for the quality and safety of the care provided.

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. The provider was not asked to complete a provider information return (PIR) 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 this information to plan our inspection.

During the inspection

We spoke with 10 people who used the service and three relatives about their experience of the care provided. We spoke with 14 staff members including the manager, operations manager, director of nursing services (who is also the nominated individual) deputy manager, clinical lead, activities coordinator, four care workers, the cook, head housekeeper, one domestic staff member and the hairdresser. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We spoke with one visiting health care professional. We reviewed a range of records. This included six people’s care records and multiple medication records. We looked at five staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and audits were reviewed.

After the inspection

We looked at training data and quality assurance records. We received feedback from three professionals who regularly visit the service.

Updated 26 March 2020

About the service

Malvern View Care Home is a residential care home providing personal and nursing care to 31 people aged 65 and over at the time of the inspection. Some people using the service were living with physical disabilities, some were living with dementia. The service can support up to 47 people. Six (of the 47) beds available are commissioned for GP admissions, for people who need additional support and care during acute illness, but do not need hospital treatment or admission. These six beds are known as the 'Winchcombe observation beds'.

Malvern View provides accommodation over two floors. 36 rooms have en-suite facilities and three rooms could be shared by a couple. People had access to fully-adapted bathrooms. Stairs or a passenger lift were used to access the first floor. The ground floor was fully wheelchair accessible. People had access to two lounges and a choice of two dining rooms.

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

People felt safe and risks to them were managed. Nobody we spoke with had any concerns about people's safety and staff followed the systems in place to keep people safe. There were enough experienced staff to meet people's needs and staff had been recruited safely. Lessons were learned in response to adverse outcomes, following which improved systems had been put in place.

People were supported by a stable and experienced staff team who knew and cared them as individuals. This included timely referral to external health care professionals, preventative healthcare and emergency services. Staff worked in partnership with other health professionals to maintain people's well-being and avoid unnecessary hospital admissions.

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. Staff were proactive in overcoming barriers related to people's disabilities. They used a variety of techniques to communicate with people. Staff worked in partnership with people, their relatives and health and social care professionals to ensure people's needs were met in line with their wishes.

People were treated with kindness, respect and dignity. Feedback to the service was highly positive with relatives commenting on staff’s “kindness”, “excellent care” and “sustained welcome and support”. People's feedback was sought regularly and acted upon. People and their relatives understood how to raise concerns but told us they were happy with the service they received. One complaint had been received in the last 12 months. This had been fully investigated and improvements to the service were made as a result of this.

People were cared for by a staff team who worked flexibly to meet their needs, to ensure

people had a good quality of life and were able to follow their interests. Staff were happy to take a person led approach, particularly when planning activities to meet people's social and emotional needs. Relatives were welcomed to join people for meals, celebrations and social events.

People benefitted from a service with an open and inclusive culture, where they were respected as individuals and their needs were put first. People’s feedback was acted upon to ensure the service continued to meet their needs. The leadership team were working to improve their audit and governance systems. This was needed to ensure these systems were more effective in driving improvement and embedding best practice recommendations.

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

Rating at last inspection

This service was registered with us on 24 April 2019 and this is the first inspection.

Why we inspected

This was a planned inspection to allow us to rate the service.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.