23 December 2019
During a routine inspection
Drovers House is a residential care home, providing personal care and accommodation for up to 75 older people, including people living with dementia. The home was divided into six separate units across three floors, five of which were being used as residential accommodation. There were 56 people living at Drovers House when we inspected the service.
People’s experience of using this service and what we found
People’s relatives and staff gave us mixed feedback about whether there were enough staff available to always respond to people’s needs. However, we found staffing levels were determined by people’s support requirements and were being regularly reviewed by the provider. During our inspection visit we found there were sufficient staff to respond to people’s preferences and wishes.
People felt safe at Drovers House. Staff were provided with guidance about how to keep people safe. Environmental risks were identified and mitigated against. Staff understood their responsibilities to protect people from the risk of abuse. The manager checked staff’s suitability for their role before they started working at the home. Medicines were stored, administered and managed safely following a full review of all medicine procedures at the home.
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 cared for and supported by staff who had the skills and training to meet their needs. People were supported to eat and drink enough to maintain a balanced diet that met their individual dietary needs and preferences. People were referred to healthcare services when their health needs changed.
People received kind, responsive person-centred care from staff. Staff respected people’s privacy. Overall, people and their relatives were involved in planning their care and support. The staff team worked to promote people’s dignity and prevent people from becoming socially isolated within the home.
People were encouraged to maintain their preferred and familiar routines and habits, which made them content and relaxed. The provider employed lifestyle coaches, who were dedicated to supporting people to make the most of each day through physical activity. The group and one-to-one activity sessions were effective and the positive impact on people’s moods was visible. People knew how to raise concerns and provide feedback about the service. The provider ensured people received care at the end of their life, which met their wishes.
The service was led by an interim general manager who had been appointed to the home two months before our visit. This was because the registered manager of the home had been on leave for several months. The general manager was supported by a care manager, daily duty manager, and care co-ordinators. The management team worked together to identify areas for improvement at the home.
The provider had implemented technological systems that promoted undisturbed sleep, ensured staff and management had access to the most up-to-date information at the press of a button and enabled relatives to be fully informed and involved in their relations’ care. People benefited from the technology because staff had more time to care for them. The provider listened and acted on people’s views to improve the service.
Rating at last inspection
The last comprehensive inspection report for Drovers House (published June 2017) we gave a rating of outstanding overall. At this inspection we found the service had changed and have rated the service as good in all areas.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk.
Why we inspected
This was a planned inspection based on the rating at the last inspection. During our inspection visit we looked at a notification of a specific incident where a person had developed an injury. This incident is currently being investigated. As a result, this inspection did not examine the circumstances of the incident. The information CQC received about the incident indicated concerns around the safety of people at the home. This inspection examined those risks.
Follow up
We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.