Staff at Highcliffe Nursing Home are proud to be rated outstanding by the Care Quality Commission (CQC) in the way they meet people’s individual needs.
The Kingsley Healthcare run home, in Stuart Road, Highcliffe, was judged to be good overall and outstanding for being a responsive service.
The service was rated good in the CQC’s other four categories, inspectors finding it to be caring, well-led, effective and safe.
Highcliffe manager Tracey Millar said: “It’s been a real team effort and we are delighted to have been rated outstanding in one of the CQC’s five categories.”
“We are proud to be highly regarded as a friendly home offering really good person centred care. The positive way we are regarded by the local community is reflected in heart-warming reviews on Carehome.co.uk.”
Inspectors found that staff were “passionate about finding innovative solutions which enabled people to receive care and support which respected lifestyle choices important to them”.
For example, one person had not wanted to be parted from their dog – a care plan was in place that ensured the pet was well cared for and included support from a local charity which provided daily walks.
One resident who had always loved birds had a projector set up in their room so that images and sounds of birds could be created for them.
Staff were knowledgeable about people’s past histories and employment and understood how this impacted on meaningful activities for people.
One person had been a caretaker and enjoyed helping staff fix things; another had been an artist and enjoyed having their work displayed.
The report found that end of life care was equally person-centred – for example activity staff arranged for Navy personnel to visit and salute one resident approaching the end of his life.
Inspectors observed staff demonstrating kindness and patience and providing support at the person’s pace.
One relative told inspectors: “Staff are brilliant, skilled and really know people.”
Another said: “The care is excellent, the staff are compassionate and keep me updated. They are very understanding.”
Inspectors were also told: “Staff are very good and very caring, all the carers talk to the residents as adults not children, but they do help them.”
The report observes that dignity was regularly discussed with staff at team meetings and a key focus of care.
People spoke very positively about the food to inspectors. One resident said: “The proof is in the pudding, I have put on 6kg; they’re building me up, I get all my nutrients.”
Residents, families and staff praised the “very visible” leadership of home manager Tracey Millar.
One support worker said: “Since Tracey has been the registered manager it’s been amazing. She supports us with everything.”
Author: Stephen Pullinger