A national care watchdog has given a care home in East Grinstead the seal of approval, with relatives and residents praising its caring and attentive team members.
The Care Quality Commission’s (CQC) report gave Care UK’s Mill View care home on Sunnyside Close an overall ‘good’ rating, following an unannounced inspection.
The home received ‘good’ ratings in all five categories, including safety, effectiveness, level of care, responsiveness and having a well-led service.
Praise was given for the care that each team member showed towards the residents, and it was observed that their relationships demonstrated dignity and respect at all times. A relative said: “The team are wonderful. I can't fault them they are very caring.” It was noted that team members had developed positive relationships with residents, and spoke about them with warmth and affection.
A great level of detail was shown throughout the home, which had been decorated to create a dementia-friendly and interesting environment. Each bedroom had a memory box outside the door with items that were important to the resident, such as photographs and familiar objects. Team members explained that this was designed to support residents to remember and recognise their own bedroom.
The report noted that there were a wide range of activities on offer at the home, which were often based around residents’ interests. Inspectors watched a game of bowls which was well attended, and saw that the activities coordinator would remind residents what was planned during the day. A relative commented: “They are very good with the activities here, we are given a programme, and they have something every morning and afternoon.”
Team members were aware of residents’ preferences and would often use their preferred names. One resident commented: “I am fussy about what I wear, they (team) know the routine”, it was then noted that they appeared to be dressed in the clothes they preferred and in the way they wanted. A relative added: "It's so nice that they consider residents’ appearance, it boosts their confidence and everyone tells her she looks nice."
During the visit, inspectors observed that the team at Mill View had introduced "hydration stations" around the home which enabled residents to help themselves to cold drinks and snacks, including fresh fruit. Throughout the inspection team members were seen to be encouraging residents to help themselves to drinks, and a tea trolley was brought around to offer refreshments. One resident commented: “We have lots to drink, if we ever want anything we just ask and they will make it straight away.”
Debbie Wheeler, home manager at Mill View, said: “We strive to create a welcoming home from home feel at Mill View, and I’m so pleased our efforts have been recognised by the CQC’s inspectors. Everyone here works incredibly hard to support residents with compassionate, person-centred care, and to be rated ‘good’ shows just how committed the team is to making a positive difference to resident’s lives each and every day.
“I’m extremely proud of our team and I would like to say thank you for their hard work and dedication, which I know is also greatly appreciated by residents and their families.”
It was also highlighted that team members knew residents well, and important information was detailed in their individual care plans. Residents were encouraged to be involved in planning their care, and were able to express their views. One resident explained: “They always ask if there's anything I want to adjust in the care plan”, and a relative added: “The team take the trouble to get to know each resident.”
To assess service standards at Mill View, the CQC’s inspector spoke with team members, residents and their visiting relatives on the day of the inspection. They also reviewed the records and procedures already in place at the care home.
Mill View has been designed to deliver the very best standards of care and to enable residents to live active and fulfilled lives. The home provides full time residential, nursing and specialist dementia care, as well as short term respite.