Inspectors assessing Care UK’s Ogilvy Court care home in Wembley have given the home their seal of approval after hearing praise from residents and relatives.
The Care Quality Commission (CQC) report into the home, on The Drive, follows unannounced visits to the home in November and December last year, when they were told “This place is run admirably, I can’t fault it,” and “The staff are very good; they are very nice.”
The inspectors examined the home and its records and interviewed team members, residents and relatives before announcing that the home meets the Government’s five standards of quality and safety which are:
- Treating people with respect and involving them in their care;
- Providing care, treatment & support that meets people's needs;
- Caring for people safely & protecting them from harm;
- Staffing and
Both residents and relatives praised the home’s attention to individual needs and preferences, with one resident, who visited before moving in, telling inspectors that carers had shown impressive interest in learning more about their potential new resident. Inspectors were told by residents: “The staff are very nice, they listen, they pay attention,” “I can get the food that I like,” and “I go to bed when I like.”
Residents also felt that they were treated with dignity and respect. The inspectors observed that team members noticed when residents needed support with their personal care or when they wanted a drink or help with their lunch. They said: “A visitor told us that they were kept informed about their relative's progress, and felt able to contact the manager and senior staff to discuss their needs.”
Ogilvy Court’s manager Anne Fenlon said: “Personal choice is central to the care that we provide and the team strive to ensure that residents have choice in every area of their lives, from their food and clothes to their activities and their care. People’s emotional welfare is as important to us as their physical care and we want our residents to feel that this truly is their home, where we can support them to do what they enjoy.”
Residents’ independence and privacy were seen to be respected and valued, and residents confirmed that the home was a safe and clean place. One resident said: “I feel safe; if I have a worry, I can talk to staff.” Another said the home was “always clean.” Checks on the medication routines found that all the correct procedures and policies were not only in place but acted upon, with staff retraining available when needed.
Inspectors, who were accompanied on their visits either by a pharmacist or an ‘expert by experience’ (someone with personal experience of a care home) said that residents expressed confidence in the care team, who they said were skilled, kind and competent.
Comments included: "The staff are very good, they are very nice,” and “all the staff are extremely helpful … they do their jobs efficiently and helpfully.” Residents also felt that they knew who to talk to if they had a concern or complaint. One person said: “I can talk to the staff if I am worried. They always ask me how I am feeling.”