Kingfisher Nursing Home in Chestnut, Hertfordshire, providing residential care for older adults living with dementia, physical disabilities or mental health issues, has been rated outstanding for being responsive and well-led following an inspection by the Care Quality Commission (CQC), 21 October 2019.
It achieved the score of good for the safe, effective and caring categories.
The CQC report highlighted that people were firmly placed at the centre of how the home functioned. If any changes or new initiatives were being considered people had the final say. For example, if a new menu was being developed this was only done with people who used the service taking the lead and canvassing opinion from their peers.
The service operated a 'Resident of the day' system where all aspects of people's care, accommodation and life in the home was assessed and reviewed to help ensure their continued satisfaction. One person indicated that they were not enjoying the food. The registered manager met with the person to explore why and to discuss tasty options to encourage their appetite. In this instance the person fancied trying asparagus soup, the kitchen arranged this for them.
Two residents had the role of food critics. They were responsible for gathering feedback and liaising with kitchen staff if there were any concerns or suggestions.
And another had the role of home ambassador. They liaised with visitors to the home, showed new staff around and gave the management feedback about the suitability of applicants. The person also spoke with people and families considering moving into the home.
It was clear to CQC inspectors that people told were proud to do these roles as it made them feel useful and that they had a say in how things operated in their world.
