Prince of Wales House is a residential care home providing personal care for up to 49 older people with dementia. The service also provides specialist care for people living with dementia. There were 49 people living in the home when we visited.

At the last inspection in July 2014 the service was rated Outstanding. At this inspection we found the service remained Outstanding.

Why the service is rated Outstanding.

The service has built on their previous success and sustained the outstanding model of care and support provided to people living in the home referred to as the ‘whole team’ approach. The directors of the company, management team and staff continued to find ways to improve the service and remained driven by their passion for caring for people, including those with dementia. The vision and the value of the service to ‘enable people to live as they choose’ remained embedded in the home.

Staff had an excellent understanding of people’s needs and were imaginative in the way they provided person centred care which put people at the heart of the service. They continued to find creative ways of supporting people to have an exceptional quality of life.

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.

The ‘whole team’ approach identified at our previous inspection continued to be a driving force in delivering a truly person centred service. Staff who have shown specific interests in particular areas, such as infection control were designated ‘Champions’. These champions continued to play an essential role in developing best practice, sharing learning and acting as role models for other staff.

Staff had a good understanding of systems in place to manage medicines, safeguarding matters and behaviours that are challenging to others. People’s medicines were managed so that they received them safely.

There were sufficient staff available to ensure people’s wellbeing, safety and security is protected. A robust recruitment and selection process was in place. This ensured prospective new staff have the right skills and are suitable to work with people living in the home.

Staff were compassionate, kind and caring and have developed good relationships with people using the service. People are comfortable in the presence of staff. Relatives confirmed the staff were caring and looked after people very well. People were provided with the care, support and equipment they need to stay independent.

Staff understand the importance of supporting people to have a good end of life as well as living life to full whist they are fit and able to do so. End of life care plans included people’s thoughts, feelings and wishes to ensure their passing is comfortable, pain free and as peaceful as possible.

A lot of consideration and thought has gone into the decoration and lay out of the service. The overall effect created was a homely and peaceful environment with due consideration given to the needs of people with dementia.

Staff spoke consistently about the service being a good place to work. The registered provider has worked in partnership with other organisations and has taken part in several good practice initiatives designed to further develop the service. Staff won an award at the Suffolk Care Awards in 2016 in recognition of the outstanding service provided at Prince of Wales House and were highly commended for the food and catering. The registered provider has a number of schemes in place to drive improvement and reward staff that use their initiative and for their outstanding contribution.

Further information is in the detailed findings below

Prince of Wales House is a residential care home providing personal care for up to 49 older people with dementia. The service also provides specialist care for people living with dementia. There were 49 people living in the home when we visited.

At the last inspection in July 2014 the service was rated Outstanding. At this inspection we found the service remained Outstanding.

Why the service is rated Outstanding.

The service has built on their previous success and sustained the outstanding model of care and support provided to people living in the home referred to as the ‘whole team’ approach. The directors of the company, management team and staff continued to find ways to improve the service and remained driven by their passion for caring for people, including those with dementia. The vision and the value of the service to ‘enable people to live as they choose’ remained embedded in the home.

Staff had an excellent understanding of people’s needs and were imaginative in the way they provided person centred care which put people at the heart of the service. They continued to find creative ways of supporting people to have an exceptional quality of life.

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.

The ‘whole team’ approach identified at our previous inspection continued to be a driving force in delivering a truly person centred service. Staff who have shown specific interests in particular areas, such as infection control were designated ‘Champions’. These champions continued to play an essential role in developing best practice, sharing learning and acting as role models for other staff.

Staff had a good understanding of systems in place to manage medicines, safeguarding matters and behaviours that are challenging to others. People’s medicines were managed so that they received them safely.

There were sufficient staff available to ensure people’s wellbeing, safety and security is protected. A robust recruitment and selection process was in place. This ensured prospective new staff have the right skills and are suitable to work with people living in the home.

Staff were compassionate, kind and caring and have developed good relationships with people using the service. People are comfortable in the presence of staff. Relatives confirmed the staff were caring and looked after people very well. People were provided with the care, support and equipment they need to stay independent.

Staff understand the importance of supporting people to have a good end of life as well as living life to full whist they are fit and able to do so. End of life care plans included people’s thoughts, feelings and wishes to ensure their passing is comfortable, pain free and as peaceful as possible.

A lot of consideration and thought has gone into the decoration and lay out of the service. The overall effect created was a homely and peaceful environment with due consideration given to the needs of people with dementia.

Staff spoke consistently about the service being a good place to work. The registered provider has worked in partnership with other organisations and has taken part in several good practice initiatives designed to further develop the service. Staff won an award at the Suffolk Care Awards in 2016 in recognition of the outstanding service provided at Prince of Wales House and were highly commended for the food and catering. The registered provider has a number of schemes in place to drive improvement and reward staff that use their initiative and for their outstanding contribution.

Further information is in the detailed findings below

We spoke with seven people who used the service about their experiences of the service they were provided with. People told us they were happy living in the service. One person said, “We are very well cared for.” Another person said, “The staff are very nice to you. I like it here.”

People told us that they chose what they wanted to do in their daily lives and that the staff listened to them and acted on what they said. One person told us, “I do what I want to, when I want to.” Another said, "The staff are kind to us and help us when we need help."

We looked at the care records of four people who used the service and found that people experienced care, treatment and support that met their needs and protected their rights.

We looked around the service and found it to be homely, clean and well maintained. We saw that the provider had arranged appropriate servicing of equipment and had undertaken risk assessments of the environment.

We spoke with five people who used the service. They told us that they were treated with respect and that their views and choices were listened to and acted upon. People said that they were consulted about the care and support that they were provided with.

People told us they enjoyed the food. They said they liked the menu as it provided them with a variety of choices at meal times. One person told us, “It’s very tasty and moorish. You would never go hungry here.” Another person told us how they decided what they wanted to eat off the menu. They said, “Before the main meals are served, they (staff) show you two plates of food already made up. You can see what is on offer and pick what you fancy. They bring you over a freshly made up plate with your food on which is warm.”

People were complementary about the staff and manager. They told us their needs were met and they were well looked after. One person said, “The staff are very kind and friendly and do their best to help you.”

People said that staff respected their privacy and dignity. One person said, “They (staff) knock on the door before coming in my room and call out so I can hear them and don’t get startled."

People told us that they liked living in the home. Staff were kind and attentive. The food was good and plentiful. They could choose what they did, when they got up, and what they ate.