Covent House

“Systems and processes were in place to assess risks to people and ensure they were safeguarded from avoidable harm. The provider learned from accidents and incidents to mitigate future risks. Staff followed infection prevention and control processes. There were enough trained and competent staff to support people and keep them safe. A relative said, “(Staff) have really good skills, for example in helping [Person] to use the stand aid to transfer safely. That is always well managed and well organised, they know what they are doing.” Staff safely administered and managed people’s medicines.”

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“Staff supported people with their nutritional needs, to access a range of health care professionals and encouraged them to live healthier lives. A relative told us, “(Staff) pick up on changes (in family member’s presentation) and will add them to the GP list, to be seen on the Thursday round, or they will call the surgery if it is urgent.” People were supported to have maximum choice and control of their lives, and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice.”

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“Staff supported people in a kind, caring way and respected their decisions and choices. A staff member told us, “The good things about working at Covent House are the residents themselves, they are lovely, and I treat them all like they are my own family. I also love that the staff really care about the residents and there is a lot of long-standing members of staff like myself who are still working there.” People received person-centred care and care plans detailed how they wished to be supported. Staff knew how to effectively communicate with people and communication methods were detailed in care records.”

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“The service was well led. Positive feedback was received from people and relatives during this assessment. Comments included, “Staff are very good and are always willing to help,” and, “It seems well run, there are always carers around when you go in. It’s secure. The manager is around and seems to be lovely.” The provider had an effective quality assurance process which included regular audits. People, relatives and staff were regularly consulted about the quality of the service through regular communication, surveys, meetings and reviews. Staff felt supported in their roles. A staff member told us, “I feel supported because my manager is approachable, and I have regular supervisions where I can discuss any concerns. Annual appraisals also help me reflect on my progress and identify training needs.””