The Care Quality Commission (CQC) has rated Kings Court Care Centre as outstanding following an inspection in August.
Kings Court Care Centre, based in Swindon and run by MMCG (2) Limited is a nursing home providing support to older people, some of whom were living with dementia.
CQC carried out the inspection to check concerns raised about staff not seeking appropriate medical care for people, low staffing levels and a poor culture. Inspectors found no evidence of these concerns during the inspection.
CQC has upgraded the rating for Kings Court Care Centre from good to outstanding overall and for being caring and well-led. Safe, effective and responsive were re-rated as good.
Neil Cox, CQC deputy director of adult social care in Wiltshire said:
"When we inspected Kings Court Care Centre, we found exceptional leadership that had created an open, supportive culture where people, their relatives and staff felt listened to and valued.
"Leaders had adjusted their working hours so they could be present at different times during the day, making it easier for staff and relatives to raise any concerns. They investigated incidents thoroughly, analysed trends each month and recorded lessons learned to prevent issues happening again.
"The service worked creatively with people and their families to improve wellbeing. For example, staff created a replica bus stop in the home which became a calming and social hub for people living with dementia. It gave residents a sense of routine and familiarity, helping reduce anxiety and providing a space where they could reminisce about their past.
"People were treated as individuals, with detailed care plans that reflected their preferences, culture and backgrounds including smaller details like which songs brought comfort or made them tearful. Staff created visual communication aids for people who couldn't speak and ensured at least one staff member who spoke the same language as a resident who didn't speak English was always on duty.
"Relatives consistently praised the care their family members received. One told us the service felt 'like a family' and staff went 'above and beyond,' even coming in on their days off to support people. Another said their relative had improved 'so much' since moving in.
“Overall, staff and managers should be incredibly proud of the care they provide at Kings Court Care Centre and the positive outcomes this has on the people they look after. Other services should look to see what they can learn from this report.”
Inspectors found:
- The service worked with healthcare professionals in creative ways to achieve good outcomes for example, quickly bringing together a multi-disciplinary team when one person showed signs of rapid cognitive decline.
- Staff responded to people's needs promptly, with call bells answered quickly and people's feedback confirming this.
- People were involved in decisions about their care and support, with one resident choosing the wall colour, curtains and design for a full room refurbishment.
- Staff created visual communication aids for people who couldn't verbally communicate, which reduced anxiety and helped staff meet their needs better.
- Leaders implemented innovative initiatives like a job swap scheme where care staff shadowed executive team members, strengthening collaboration and understanding.
- The service celebrated different cultures in response to staff feedback, marking events like Diwali, St Patrick's Day and Ramadan with themed meals, decorations and music.