The new operator of a Horsham care home has been praised by the Care Quality Commission (CQC) during its latest inspection after improvements saw the site transformed from an Inadequate to GOOD rating in all areas.
Silverlake Care took over as the operator of the home – Windermere House formerly The Granary – in Broadbridge Heath from the previous operator after the CQC rated the service Inadequate and management was forced to take action.
In an unannounced visit to the home, which offers residential and respite care and rehabilitation for people with acquired brain injuries, the CQC inspectors reviewed all areas of the service and reported that the new operators were praised by residents, their families and staff.
Since taking over in 2021, Silverlake Care, which is part of the Healthcare Management Solutions group, has worked hard to develop strong leadership alongside quality monitoring systems. It has also invested in continuing development opportunities and training for its staff with a focus on delivering bespoke treatment that meets the individual needs of the home’s residents.
In their in-depth report, the inspectors found ‘the service was fully adapted to meet peoples’ needs’ and ‘care was person-centred and promoted people’s dignity’. They observed a ‘kind and caring culture’ and saw that residents ‘interactions with staff… were relaxed and demonstrated trust and confidence’ ’
One member of staff was quoted in the inspection report as saying: ‘There have been a lot of changes recently, but the new owners and managers are really good and are making positive changes.’ This was echoed by the registered manager, who told inspectors: ‘We are now implementing systems and processes that are sustainable. I am fully supported by the new provider. I have seen a boost in morale since the new provider.’
It was noted that residents’ care was tailored to meet their own specific needs, with residents and their families saying: ‘They have worked really hard with [my relative]. They have got him the right equipment and are helping him to build up to doing more things’ and ‘The staff are amazing. They are always so kind and ready to go the extra mile.’
One resident even noted that his interests and hobbies were considered during their treatment plan: ‘I enjoy cooking and fishing and staff help me to do that. We barbeque food outside and get food from the country I come from.’
Tony Stein, Chief Executive of Healthcare Management Solutions which operates Silverlake Care, said: “We are all very pleased with the outcome of Windermere House’s CQC inspection. It is affirmation that the improvement development plans we put in place have been welcomed by the team with open arms – and are now paying off with improved outcomes for residents.
“I am especially pleased to read the comments from our residents and their families. Our purpose as a business is to provide care in a warm and welcoming environment, so knowing that this is being delivered is very encouraging.”