Knebworth wins approval of national care inspectors

Home news

Jul 12, 2018

A national care watchdog has given Knebworth the seal of approval, with relatives and residents praising its caring and attentive team members. 

The Care Quality Commission’s (CQC) report gave Knebworth 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. 

Inspectors commented on the caring, calm and homely atmosphere of the home, with residents appearing visibly happy and relaxed within the company of the team. Both relatives and residents praised team members for their kind, respectful nature and felt as though they cared for them like family.

One resident commented: “They are very attentive, even if I’m in my room they will come and find me for cups of tea, tell me lunch is ready and make sure I know what activities are on and if I would like to join in. They are very caring people, it’s a lovely place to be, a kind word and a cuddle is always onboard here”. Another added: “They talk to me in a very pleasing way, like family would do, I can’t fault them.”

The Care UK team at the home reciprocated this feeling, with one team member saying, “It feels that we are part of a family, rather than a care home.”

The report also highlighted the way in which each resident was cared for as an individual, with personalised care plans, which were constantly reviewed and used to inform care, preferences and activities for the residents. One resident told inspectors: “I’m very happy here. They know me as an individual, not just another person who lives here”.

Inspectors also noted how each resident had a personalised memory box outside their room, to allow other residents and team members to get to know them better as individuals. One relative told inspectors how a member at the care team went the extra mile for their loved one by bringing him an old-fashioned camera for his memory box, knowing that the resident worked for a camera company for many years. 

Credit was given to the team for the safety of the home, with several measures and procedures implemented to ensure the home was a secure living environment. Residents and their relatives said that they felt team members were skilled and knowledgeable to support residents, with one person stating, “I feel safe because of all of the people around me.”

Commenting on the ‘good’ rating, home manager at Knebworth, Vera Moreira-Henocq, said: “I’m delighted the CQC’s inspectors have rated us ‘good’. We strive to create a caring, supportive atmosphere here at Knebworth, so it’s brilliant to have all of our hard work recognised by a national body. 

“We have only recently transitioned into a Care UK home, and I’m incredibly proud of the team’s hard work adjusting to new procedures whilst maintaining quality care. Our ‘good’ rating just shows the dedication and commitment each one of them has to making Knebworth a fantastic place to live.”

The report highlights the effective use of activity-based care which encourages stimulation and social interaction between those in the home. Activities on offer included chair exercises, therapy dog visits, ballroom dancing and cake making. One resident said, “We all get a listed sheet of activities and if I like what’s going on, I’ll go and join in. I like the outside entertainment people that come in – some sing, some play instruments. My hobby was gardening and I am helped and encouraged to keep that up. I grow tomatoes and I love to go out, watch them grow and water them.” 

Facilities at the home include a coffee shop area in the entrance and accessible garden, as well as several large, comfortable lounges and designated dining areas. This promotes a social atmosphere within the home where residents can speak to one another and welcome their relatives into the warm, home-from-home environment.

Praise was given for the overall management of the home and its commitment to supporting its team, with one member of the team stating: “This is the most supported I have ever felt.” Regular team meetings take place, in which team members can voice any questions and their suggestions regarding the home. Both face-to-face learning and e-training sessions are provided, allowing individuals to continually improve and develop.

To assess service standards at Knebworth, 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.