Claremont Care Home

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• 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

During our assessment of this key question, we found there had been improvement since our last inspection, in the quality assurance processes in place, but further embedding was required. During our first inspection visit we found concerns with the safety of the environment, heating in the top floor not working properly and people's personal information not being kept secure and protected. Although there had been several changes in the management team in the last year, there was a shared direction and responsibility for promoting people's wellbeing. The new home manager told us they were aware of the previous issues and had also identified work which was required with ensuring good communication within the team. There were systems to support staff, and others, to speak up when they had concerns. Staff told us they felt positive with the arrival and approach of the new home manager.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The new home manager told us they had received handover information from the provider about the issues at the home and had also identified work was required with ensuring good communication within the team. The home manager was taking action to improve this through completing supervisions with staff, attending regular flash meetings and having an open door policy. The home had been in breach of regulations and enforcement action had been taken after our previous inspection. During our first and third inspection visits the new manager told us they had not had access to the latest enforcement action issued; during inspection feedback they told us they had seen the enforcement notice served and knew about the action plan to address the issues identified.

The home manager had been in post 3 weeks at the time of our assessment. The previous manager had been in post for a short period of time. For the period of time where the home did not have a home manager, day to day management oversight was provided by a regional support manager. We found that, although there had been several changes in the management team in the last year, there was a shared direction and responsibility for promoting people's wellbeing. The staff team completed shift handovers, regular meetings and daily flash meetings/huddles to discuss about people's care or any other activities happening at the service. The home manager completed daily walk around, including some had happened at night. This way they were able to monitor practice regularly during the day and night, ensuring appropriate action was taken to address any issues.

Staff told us they felt positive with the arrival and approach of the new home manager. Their comments included, "Yes new manager is nice"; "The new manager seems great think she will be good for here" and "I do feel like that now [that staff can raise any issues], not with previous managers we had." The home manager told she felt supported by the provider and senior management to make changes to ensure people continued receiving care and support they needed.

There were systems to support staff, and others, to speak up when they had concerns. Although people told us they did not have concerns about the care they received, they also said they did not know the manager and did not know how to raise concerns. We discussed this feedback with the management team. After our inspection, we reviewed evidence confirming a residents and relatives meetings was scheduled for the new home manager to introduce herself and plan the seasonal festivities.

Staff told us they felt confident in raising any concerns. The management team were available for formal and informal support and staff confirmed this.

People and relatives did not raise any concerns to indicate they could not speak up or their voices would not be heard. There were systems in place which encouraged the freedom to speak up such as weekly coffee mornings for residents and relatives and team meetings with staff. There was also a complaints procedure in place and this was being followed.

Some staff told us they had previously had concerns with not being treated equally but this was no longer the case. Staff told us the management team was flexible and understanding of personal needs. A staff member told us, "I appreciate [name of director], [they] always support me, if I have a problem I am free to speak with [them] directly, [they] will listen to both sides, [they] treat staff equally."

The staff team was diverse, including having diverse cultural backgrounds. There were systems to ensure workforce equality and inclusion.

The management team told us about the quality assurance processes in place. During this inspection, we found there had been improvement in the quality assurance processes in place, but further embedding was required.

We found there had been improvement since our last inspection, in the quality assurance processes in place, but further embedding was required. During our first inspection visit we found concerns with the safety of the environment, heating in the top floor not working properly and with people's personal information not being kept secure and protected. There were several quality assurance checks being completed, which included a walk around by the home manager, but these had not identified those specific issues we found. We raised these issues during our visits and we did not find concerns when we returned to the home. We also found some actions of the fire safety risk assessment were taken after our inspection visit. We reviewed evidence confirming appropriate provider oversight though regular visits and audits completed by a director. These visits generated actions that identified areas for improvement. There was an action plan which included the issues we found during our previous inspection. During this inspection, we did not find concerns in the areas previously identified for improvement which indicated that some of the quality assurance systems in place were working in an effective way.

People and relatives did not share feedback about this quality statement.

We did not receive concerns from staff in relation to this area.

External professionals told us the staff and management teams communicated well with them.

During this inspection, we found the service worked well with other professionals to meet the needs of people.

The management team told us about the quality assurance processes in place. During this inspection we found examples where these had not been fully effective and required further embedding.

Accidents and incidents were being logged, and analysis were completed to identify any patterns and trends and take necessary actions. The provider created action plans for specific areas where improvements were needed.