Teignbridge House Care Home Limited

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

The service had significantly improved since the last inspection in November 2023 and during this site visit there were no breaches. Therefore, our enforcement action was withdrawn. The provider had taken the concerns seriously and invested in a management company, employing a service improvement lead to address the issues and support management. We saw evidence of regular management meetings and the service improvement lead was working 20 hours a week and was available for advice when needed. The provider had invested in training, a mock inspection by an external consultant and Mental Capacity Act (MCA) expert. An up to date service improvement plan (SIP) showed how they had improved and managed their governance systems. The providers oversight and scrutiny systems were now more effective. For example, audits and monitoring was up to date to ensure people were safe. The new electronic care planning system was working well with detailed care plans. People's concerns and complaints were well-managed. The provider recognised the importance of learning lessons when things went wrong. Staff were clear about their responsibilities and roles and felt supported by the management team. Staff spoke positively about the leadership and culture of the service and felt people were being supported to lead a good quality life. People told us they were happy living at Teignbridge House and there had been resident, relative and staff meetings to communicate how the service was doing. One relative said, “I think Teignbridge House is a very good and caring place. I can feel relaxed, knowing my mother is being well looked after, and I would recommend it to anyone.”

This service scored 61 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We received positive feedback about the culture of the service. Staff said there had been a difficult time since the inspection in May and November 2023 but they all felt there had been improvements and they were proud of the care and support they provided. Staff spoke of the positive culture within the service, and how they all felt well supported. Comments included, “I love working at the home, I love the residents,” “I am very happy working here, everyone is supportive and approachable” and “It is the best it has been in a long while.” Relatives and people spoke positively around the support provided by care staff and felt the managers were approachable. Comments included, “They are very good, they know what they are doing” and “I was very please my mother was accepted at Teignbridge House.” Systems and process were in place to share information with staff. Daily meetings and recorded handovers and electronic alerts for changes were in place to share information about people using the service. Staff had the opportunity to regularly attend staff meetings or share information in their 1:1 supervision with the service improvement lead supervising and supporting the deputy manager.

There was a robust programme of checks, monitoring and audits which identified areas for improvement. There were clear processes to ensure the home continually sought to improve. The managers and staff actively sought the views of people and their families through surveys, individual meetings, and face to face meetings. There were several ways to be included.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

People were supported by a staff team that were positive and happy working together to make the day better. Staff told us they would support anyone regardless of their background and beliefs. We observed staff to be working well together, planning, and supporting each other with their daily responsibilities. Staff told us they worked well as a team and many staff had worked at Teignbridge House for many years.

Policies and procedures to support staff to speak out against any negative or adverse practices or events were in place.

Staff told us managers treated them well and they felt they got all the support and guidance they needed from them.

Management ensured there were effective and proactive ways to engage with and involve staff, with a focus on hearing the voices of staff. This included staff surveys, regular staff meetings and having an open door policy where staff felt empowered and were confident that their concerns and ideas would be heard. Staff were proud of the improvements they had made and during a period of instability they had worked together to cover shifts and ensure people’s needs were met.

Managers and staff told us they routinely met to discuss any changes in people’s care and support. The deputy manager’s office was in a prominent area where they were available to staff and people enjoyed spending time in this area. Staff feedback was positive despite the difficult period following our May 2023 inspection. They told us they felt supported and listened to by the management team. Comments included, “I have always felt like this is my home from home. We adore our residents and always treat them like family”, “Residents are well cared for and their individual needs are all met. The staff are supportive and if ever I was worried about anything my managers are there to help” and “I enjoy the support from everyone around, and the care given to our residents.” People and their relatives were complimentary about the leadership of the service. They were confident and knew who the management staff were and who to contact should they need to. People and their loved ones were happy and comfortable to speak to any of the staff. The manager/provider supported by the service improvement lead and deputy manager had organised the home and improved systems to ensure the home operated safely. There was a clear approach to the improvements they had made with regular monitoring and reviews.

The provider’s governance framework had been improved to ensure they continuously learnt and improved the quality and safety of the service they provided to people, and that risks were assessed and managed. The provider with the service improvement lead had developed a clear service improvement plan and followed the actions it set out to take to address all of the issues we identified at their last inspection. The provider routinely conducted audits and spot checks on staff working practices and gathered feedback from people living in the care home, their relatives and staff. The outcomes were regularly assessed and analysed to identify issues, learn lessons and develop action plans to improve the service they provided people.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The provider and service improvement lead showed us what actions had been taken as seen on the service improvement plan. The service improvement lead had met regularly with the provider and deputy manager to ensure improvements were sustained. Evidence examined throughout the inspection showed improvements and the process of continual learning were robust. The deputy manager told us, “I am able to ask for additional support when I need it and have done so on occasions. [The service improvement lead] and I work closely with the provider to achieve everything required. The role remains demanding, but I feel more hopeful about the future of Teignbridge House.”

Teignbridge House had good processes in place to monitor audits, risk and care planning. Training was up to date and additional training had been supplied following our last inspections to ensure staff knew what they were doing. Communication was good and staff worked as a team. Staff all were hopeful for the future of Teignbridge House and were proud of the care and support they provided.