Hemel Hempstead care home celebrates 'outstanding' rating

The care home was inspected by the Care Quality Commission in February
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Staff at a care home in Hemel Hempstead are celebrating after it was rated 'outstanding' by the Care Quality Commission (CQC).

St Pauls Care Centre, an 88-bed care home offering residential, nursing, dementia and palliative care on Long Mimms, Hemel Hempstead, was rated 'outstanding' in the two inspection categories relating to leadership and responsiveness, and was rated 'good' in regards to safety, caring and effectiveness.

Earlier this year, unannounced and before the Covid-19 lockdown, CQC inspected the care home, managed by Westgate Healthcare Group, over a three-day period.

St Pauls Care Centre celebrates 'outstanding' ratingSt Pauls Care Centre celebrates 'outstanding' rating
St Pauls Care Centre celebrates 'outstanding' rating

Following their visit, the inspector noted in their report that everyone they spoke with praised the management team at St Pauls for being kind and working well together so that the residents’ care and the support that they received met their individual needs and preferences.

In the CQC report, it said: "People, relatives and health professionals were extremely positive about how responsive staff were to people's needs. They told us the care people received was personalised to their individual needs and this had a positive impact on people's health and well-being.

"People were happy and involved in the home's day to day life. People told us they were supported to continue to live their life; pursuing their hobbies and interest. Staff enabled people to accomplish their wishes and this increased people's self-esteem and their motivation to improve their physical and psychological well-being.

"People, relatives and staff were regularly asked to provide feedback about the service. The provider had regular meetings people and staff committees to ensure they could address any issues raised.

"People told us they felt safe and well supported by staff who knew them well. Staff were trained and skilled to meet people's health needs. They knew how to recognise possible signs of abuse and report concerns to their managers or external safeguarding authorities.

"People praised staff for their kind, caring and respectful attitude. People's likes, dislikes and cultural preferences were known and respected by staff and management in the home."

One health care professional said: "I go to a lot of homes, here staff are really kind, and they really know their residents.

"I saw lovely interactions and I can say the care is very personalised."

While the home has a full team of passionate and caring staff, they are also blessed to have a number of volunteers who come and offer their time, again and again.

A volunteer helping out at the care home said to the inspector: "As soon as I began volunteering at St Pauls it was clear to me just how welcoming and friendly the staff here are.

"St Pauls in general is an amazing care home, and I have loved every minute of my time here!"

Beth Marchant-Roe, Head of Activities said “St Pauls is a fantastic place to work, I love my job and the whole team here is so supportive and hardworking!”

The CQC inspector reported that the residents who live at St Pauls felt empowered and liked to have a purpose.

This is partly thanks to Westgate Healthcare’s Lifestyle Pioneers programme, whereby residents are encouraged to become ‘Lifestyle Pioneers’ taking up different roles in the running of the home.

One resident who is proud to work as part of the activity team and wears a uniform said to the inspector: "I really feel like part of the team, being able to change into my uniform for my job is great, feels just like before I retired! I still can't believe I came to a nursing home and got a job!"

A relative told the CQC inspector: "They have changed my family member’s life for the better. Within a week of their arrival we were overjoyed that he was walking with a frame and able to join in activities (was bedbound and needed hoisting before).

"It was even better when they began walking unaided and has continued to do so. I feel he is lot happier now and being a very sociable person, settled well. He loves everyone at St Pauls and has a lot of fun."

Home Manager, Juliana Mensah, has been with the company since 2009 and said: ‘Receiving the news of our Outstanding rating was such great news.

"My team work so hard, and being recognised by CQC has provided a great boost in staff morale at such a challenging time.

"I’m so proud of everyone at St Pauls and can’t wait for us to celebrate with everyone when it is safe to do so!"

Sita Patel, Director at Westgate Healthcare said: “St Pauls has always been a special home…most of the home management team have been there since it opened in 2009 and every time I visit the home I am warmly welcomed by smiling faces from our staff team and residents alike.

"You can feel the positivity and happiness in the air, and I know that the team there really live our family values.

"As we strive to continue to raise the already high standards of care provided in our care homes, I am thrilled that St Pauls has been recognised and rated a much-deserved Outstanding rating by CQC. It’s a superb report and a remarkable achievement for the whole team at St Pauls.”

Under CQC’s programme of inspections, all England’s adult social care services are given a rating according to whether they are safe, effective, caring, responsive and well-led.

These services were found to be providing an exemplary service to people in their care when CQC inspected.

Matthew Jenkins, CQC Head of Inspection for Adult Social Care in the central region, said: “It is excellent to see so many services delivering care that is safe, effective, caring, responsive and well-led.

“People deserve to receive good care that meets their individual needs from staff who are compassionate when they use services, and it is clear that is what these care services are doing.

“The hard work of the staff working at these services is making a real difference to people. This is why we have rated them as Outstanding.”

During the COVID-19 pandemic, CQC’s immediate focus is on supporting providers to keep people safe during a period of unprecedented pressure.

Although routine inspections have been paused, CQC’s regulatory role and core purpose of keeping people safe has not changed – safety is still the priority.

Inspection teams are using an emergency support framework during the pandemic.

This framework has a number of elements:

- using and sharing information to target support where it’s needed most

- having open and honest conversations

- taking action to keep people safe and to protect people’s human rights

- capturing and sharing what is found and any action taken.

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