Andover Nursing Home

This report from the Care Quality Commission (CQC) provides an in-depth review of Andover Nursing Home. It highlights the exceptional leadership and the positive culture that drives high-quality, person-centred care. The report details how staff are passionate about their roles, and how the home actively involves residents, relatives, and staff in the decision-making process. It also touches on the home's commitment to continuous improvement and research. The inspection focused on five key areas: safety, effectiveness, caring, responsiveness, and leadership.

On safety, the home is well-managed with systems in place to protect residents from harm. Risks to residents' health and wellbeing are assessed and planned for, including those related to diet, skin condition, and falls. While staff are aware of individual risks and how to manage them, there were minor points noted regarding consistent record-keeping for one resident's risk management plan and adherence to a specific escalation plan for blood glucose levels. The home also uses robust systems for managing medications and maintaining a clean environment, though some areas for improving medication management protocols were identified.

In terms of how effective the care is, residents consistently receive care that leads to positive outcomes. The home uses evidence-based approaches for assessing, planning, and delivering support, including specialised training for end-of-life care and dementia. While care plans are generally comprehensive, there were a few instances where they needed to be updated to fully reflect current needs or provide more detailed guidance. Staff receive thorough induction and ongoing training, tailored to the needs of residents, ensuring they have the necessary skills and knowledge.

When it comes to how caring the service is, residents and professionals alike describe the staff as exceptionally kind, caring, and compassionate. There is a strong culture of person-centred care, where all staff are motivated to ensure residents have the best possible day. Residents feel safe and confident that their concerns will be addressed promptly. The home excels in providing holistic, person-centred care, particularly at the end of life, and actively seeks to understand and meet the emotional and physical wellbeing needs of each individual.

The service is remarkably responsive to the needs of its residents. Care is highly personalised and adapted to individual preferences, with a strong emphasis on providing meaningful activities that promote wellbeing. Residents have confidence that their concerns will be heard and acted upon. The home also demonstrates a proactive approach to community engagement and understanding, particularly in relation to dementia, going above and beyond to educate and involve the wider community.

Regarding how well-led the service is, the leadership team provides exceptional direction, fostering a culture of continuous improvement and innovation. There is a clear management structure and sophisticated systems for smooth operation. Residents, relatives, and staff are treated as partners and are actively involved in discussions about their care and the home's development. The home demonstrates a strong commitment to research and takes a proactive approach to enhancing the quality of care provided.