The Queensmount Care Home in Bournemouth, has been rated as outstanding, following an inspection by the Care Quality Commission, 4 March 2019.
The care home offering nursing, residential, palliative and convalescence care to adults, was awarded outstanding in all five categories; safe, effective, caring, responsive and well-led.
CQC inspectors identified that people felt safe at the home and relatives were confident that people were protected from harm.
One resident commented, "Yes, I do feel very safe here, no problems with other residents, they all help each other.”
Another person said, "I do feel very safe here, everyone is very kind to me.”
Both residents and relatives were complimentary about the food. Where people had specific dietary requirements, they received food and drink to ensure their needs were met and staff ensured people continued to enjoy their favourite foods and drinks.
CQC inspectors gave an example. A resident needed to have their fluids thickened and they particularly enjoyed a beer when they were watching football. The person's nutrition care plan was designed to include the beer, and staff knew that this must be offered to the person.
There was an outstandingly caring culture that was promoted at every level. Without exception everything the service did was to enhance the lives of the people living there and their families. Staff were committed to providing exceptional service and did so with kindness and compassion.
People received person-centred care that truly valued them as individuals. Staff had detailed knowledge of resident's histories, their likes and dislikes and how they wished to be supported. This information was used to support people in a way that valued them as unique individuals and respected them for who they were. Staff went to great lengths to ensure they knew people well and spent time with new residents when they first moved to the service to get to know them.
The service was exceptionally well-led. The registered manager demonstrated how their open and listening management style and robust quality assurance systems had sustained continual development and improvement at the service. They had demonstrated ways of working that ultimately improved the outcomes for people living at Queensmount Care Home. They were clear about their expectations relating to how the service should be provided and led by example.