Milward House

Milward House is a residential care home offering accommodation and personal care for up to 28 individuals, with a special focus on older people who value their Christian faith. Many residents live with dementia, and at the time of inspection, 26 people resided at the home. The report by the Care Quality Commission (CQC) provides a comprehensive overview of the service's performance across five key areas.

On safety, residents felt secure and protected from harm, with staff well-trained in recognising and reporting abuse. Risk assessments were thorough and implemented effective control measures, ensuring people were safe. Sufficient staffing levels were maintained to meet residents' needs, and robust recruitment processes were in place. Medication management was safe, with clear protocols and regular audits, and the home maintained high standards of infection control. Learning from incidents and accidents was actively pursued to drive improvements.

In terms of how effective the care is, residents received detailed assessments that formed the basis for personalised care plans. Staff were well-trained and skilled, with ongoing training and supervision ensuring competence. Residents were supported to maintain good nutrition and hydration, with staff monitoring intake when necessary. The service collaborated effectively with healthcare professionals to ensure residents' health needs were met. Staff demonstrated a strong understanding and application of the Mental Capacity Act, ensuring residents' choices and autonomy were respected.

Regarding caring practices, staff treated residents with kindness and compassion, respecting their dignity and privacy. Residents were actively involved in developing their care plans, with their personal preferences and histories considered by staff to provide supportive and personalised care. Feedback from residents and their relatives indicated satisfaction with the care provided, highlighting the staff's attentiveness and understanding of individual needs.

Concerning responsiveness, the service assessed, recorded, and reviewed resident needs effectively. Care plans were personalised and reflected residents' wishes, with individuals included in decisions about their care. A clear complaints policy was available, and concerns were used as opportunities to improve the service. While end-of-life care was planned, the report noted that clarity on how residents would be supported to prepare for this phase could be enhanced.

In terms of being well-led, Milward House fostered an open and inclusive culture where staff felt informed and valued for their suggestions. The registered manager provided effective leadership, ensuring quality monitoring systems were in place and that staff understood their roles and responsibilities. Feedback from residents, families, and staff was actively sought and acted upon, contributing to a culture of continuous learning and improvement. The service also actively engaged in partnership working with other agencies to achieve positive outcomes for residents.