Whilst our overall ‘requires improvement’ rating remains, we have ‘good’ ratings in the categories ‘caring’ and ‘effective’. We have ensured new, robust quality systems are in place. These are being consistently managed by our skilled team, including our new head of quality and service, who are committed to embedding best practice and embracing change. Actions are reviewed weekly and learning is used to drive positive outcomes for our residents and their families. Medication safety systems are led and overseen by a clinical manager on each floor with accountability for sustaining safe practice. Kerrianne, our new home manager is well versed in the company’s systems, having held managerial roles at other homes in the Carebase group. She is committed to ensuring the systems in place at Cherry Wood Grange, reflect a high standard of care.
Here is what the Care Quality Commission (CQC) said about our home:
- There was a caring culture with positive interactions between people and the staff who supported them. One relative said: “The staff are the friendliest and nicest people. They have a good rapport with mum and there is an excellent blend of friendliness and caring”.
- People had good relationships with staff and looked comfortable in their company. One person said: “Staff are really lovely, and always greet me and ask me how I am”. A relative said: “They are always kind and caring”.
- Relatives told us people had received good end of life care. One relative said, “The end of life care was brilliant, not only for [person] but for us too. We were here 24/7 and they produced beds, toothbrushes, food, and drinks. We felt supported by them.”
- Staff described the culture of the service as: “Just like a family”, “A supportive team” and, “Our focus is centred on the care of people who live here. They are our priority.”
- Leaders and managers demonstrated a commitment to providing person-centred, high-quality care by engaging with everyone using the service and stakeholders.
- Staff were aware of people’s life history and preferences and used this information to develop positive relationships and deliver person-centred care.
- Regular events were planned. People told us, “There is always something going on and you can choose to get involved or not.” And, “We are well catered for. There is a buzz about the place with lots going on.”
- Healthcare professionals told us the service worked well with other agencies. One professional said, “They are quick to get hold of us if needed and they listen to our advice.“
- The service had received a number of compliments from people who used the service and their relatives. Comments included, “We cannot thank you enough for the love and care you gave [person]“, “Thank you for the kindness and compassion” and “I received excellent support, without exception, staff showed real kindness and love.”