Bankrupt Kingston care home completely reverses its fortunes

A Kingston care home deemed ‘inadequate’ by government watchdogs in 2021 has been upgraded to ‘good’ after its last inspection. The Care Quality Commission praised the improvements made to the Greenhill Residential Care Home in Priscott Way and highlighted the caring staff who even helped make Valentine’s Day roses and served Christmas dinner in tuxedos.

“It was a pleasure to carry out this inspection and the whole team deserves to be congratulated,” the inspectors said.

The CQC conducted an unannounced full inspection of the service in April to address concerns identified during the previous inspection in May 2021.

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Now the service has officially gone from poor to good, and has also been rated good for being safe, efficient, caring, responsive and well run. Previously, these areas had all been deemed inadequate.

Greenhill Residential Care Home provides support for people aged 65+ with physical health needs and people with dementia. At the time of the inspection, 20 people lived there.

Amanda Stride, Adult Social Care Inspection Manager at CQC, said: “I am pleased to report that the management and staff of Greenhill Residential Care Home have considered the findings of our previous inspection and have worked relentlessly to straighten out the service. Following the inspection, they took immediate action to ensure that significant improvements were made and well integrated.

“A new experienced management team has been appointed, including a registered director and a new compliance officer. The new team has developed a comprehensive quality improvement program, outlining how it intends to audit and monitor the service, ask for feedback, to identify areas of good practice and where improvements need to be made, and share feedback. learning with staff.

“These systems are now integrated and staff morale has improved significantly. The department now has enough staff to deal with people and the atmosphere at home is calm and serene.

“People’s care plans contain information about how they like to spend their day and advise staff on how to meet people’s emotional needs in a dignified and respectful way. People’s personal preferences have also been included, such as the clothes they like to wear and the way they like to style their hair.

“A person’s care plan described how staff should respond when they displayed repetitive behavior and how to identify when they were trying to communicate a need, such as pain. We were told by visiting health professionals that service had greatly improved and staff were working well with them to ensure people’s needs were met.

“Families have told us that the staff are kind and caring and that their loved ones are so happy. The staff interacted with people on a daily basis and involved them in activities they liked to do, such as bingo games and word searches, which they organized in large print to help people read them.

“One person said they were moved to tears when they received a handmade rose on Valentine’s Day that staff had helped their beloved make.

“A new maintenance person had been hired to make sure the house was safe and comfortable. They voluntarily worked on Christmas Day, wore a tuxedo, and served meals to people to make people feel special. The supplier had also purchased new garden furniture and a music system had been installed in the dining room, so people could listen to the music they liked.

Inspectors found the following during this inspection:

Staff were recruited safely and there were enough staff to meet people’s needs.

People were well supported by caring, respectful and kind staff. People were well presented and their personal care needs were met, including regular support with oral hygiene where appropriate.

People’s care plans were tailored to the individual and gave staff clear instructions on how to help people manage risks in a safe way.

Food was available 24 hours a day with a choice of options and the staff helped people make sure they had enough to eat. Choking hazards for people have been assessed and regularly reviewed.

Call bell response times have been checked daily to ensure people don’t have to wait too long for help.

Improvements have been made to infection prevention and control and the service adheres to current UK government guidelines regarding the management of COVID-19.

People received their medications safely and the staff administering the medications had been trained and assessed as competent to do so.

People were supported to access health services and staff worked with health professionals to ensure people’s needs were met.

People were well supported and cared for at the end of life. When a person recently passed away, the staff arranged for a visit from a religious minister, ensured that the person’s chosen music was playing and that they were dressed in accordance with their wishes, surrounded by photos of friends and of family.