Millway House

Millway House offers a supportive and caring environment for older adults requiring personal and nursing care. The recent inspection by the Care Quality Commission (CQC) found significant improvements across all areas compared to the previous assessment, highlighting a commitment to enhancing resident well-being. The report indicates that residents feel safe and at the heart of the service, with positive feedback received from both residents and their families. This summary provides an overview of the inspection findings, offering insights into the home's performance in key areas.

On safety, the home has made substantial improvements, with robust risk assessments now in place for environmental and electrical safety, along with regular fire safety checks. Safeguarding policies are well-established, and staff are trained to identify and report abuse effectively, ensuring residents feel secure. There are sufficient staff numbers to meet resident needs, and recruitment processes are thorough, including necessary background checks for new employees. Medication administration is handled appropriately, with detailed records and adherence to regulations, and the home maintains high standards of cleanliness and infection control.

Regarding effectiveness, staff are well-trained and supported, with a comprehensive induction program for new employees and regular supervision sessions. Care plans are detailed and person-centered, ensuring care aligns with best practices and promotes a good quality of life. Residents are supported to maintain a balanced diet, with varied and enjoyable meals, and staff ensure mealtimes are a positive social experience. The service collaborates effectively with external healthcare professionals, leading to consistent and timely care, and the home environment has been recently updated to enhance comfort and provide modern amenities like a new café.

In terms of caring, staff have developed strong, positive relationships with residents and their families, demonstrating genuine empathy and a deep understanding of individual needs and preferences. Interactions observed were consistently warm and friendly, with staff showing respect by using preferred names and maintaining eye contact. Residents feel involved in their care decisions, with regular reviews of care plans and open communication. Visiting is unrestricted, and families feel well-supported by the compassionate approach of the staff.

Responsiveness at Millway House means that residents' needs are understood and met with a personalized approach. Care is provided respectfully and sensitively, taking into account individual differences. Staff are knowledgeable about residents' needs, and care plans are holistic and detailed. Residents are supported to have maximum choice and control over their lives, with staff acting in their best interests and following least restrictive practices. Policies and systems within the service actively support this approach to care.

Finally, on how well-led the service is, the home has appropriate management structures in place, and relatives have expressed very positive views about the management team. Regular audits are conducted to monitor and improve the quality of the service. The provider has demonstrated a strong commitment to improvement, evidenced by the successful implementation of an action plan following the previous inspection, leading to the removal of previous breaches of regulations and an enhanced overall service delivery.