Shangri-La Residential Home

This report from the Care Quality Commission (CQC) provides an independent assessment of Shangri-La Residential Home. It details the findings of an inspection conducted in October 2017, focusing on key aspects of the care provided. The report follows up on an earlier inspection in December 2016, where improvements were required in several areas. This latest assessment indicates that the home has made significant progress in addressing those previous concerns.

Regarding safety, the home has implemented robust risk assessments for individuals, ensuring detailed personalised information is captured and actions are taken to minimise harm. People and their families generally feel safe, and staff are well-trained and knowledgeable about safeguarding procedures, with a clear understanding of how to report concerns. While the storage and administration of oral medicines are well-managed, a minor point for improvement was noted regarding the clear labelling and expiry dates of topical creams, which the management has committed to addressing.

The effectiveness of care at Shangri-La is highlighted by staff consistently seeking consent for care, adhering to the Mental Capacity Act and Deprivation of Liberty Safeguards. Residents receive person-centred support, and staff benefit from comprehensive induction and ongoing training, ensuring they have the skills to meet individual needs. People have access to necessary healthcare professionals when required, and dietary needs are well met, with mealtimes described as enjoyable social events.

In terms of caring practices, staff foster positive and respectful relationships with residents, treating them with dignity and respecting their choices and privacy. Residents are actively encouraged to maintain important relationships with friends and family, contributing to a sense of belonging. The care provided is tailored to individual needs and preferences, ensuring a personalised experience for each resident.

The responsiveness of the service is evident in how residents and their families are involved in care planning, ensuring it reflects their assessed needs and preferences. A variety of activities are offered to provide mental and physical stimulation, catering to individual choices. Systems are in place for residents and their families to voice concerns, with a clear process for addressing complaints promptly and effectively.

Finally, the leadership at Shangri-La is described as being well-managed. There is a clear management structure, and staff understand their roles and responsibilities. A positive and open culture is fostered, with the registered manager having strong connections within the local community. The management actively seeks feedback from residents and their families, using this to drive continuous improvement within the home.