Chef singled out for watchdog praise at 'welcoming' care home in Alford

The Sandpiper home, run by Tanglewood Care Services, is a 30-bed, 24/7 service without nursing that looks after older people and those living with dementia and physical disabilities.

Inspectors from the Care Quality Commission (CQC) watchdog have rated the business ‘Good’ both overall and also in most individual categories after a visit earlier this year.

And in their report, they took the unusual step of hailing the South Street home’s chef, saying: “Residents consistently gave high praise for the food.

"They enjoyed meals, were shown choices and could eat what they wanted, with snacks and drinks always available also.

"The chef adapted meals to individual preferences and checked residents had eaten enough. This supported them to maintain a healthy weight and enjoy mealtimes.”

The CQC report also gave ‘Good’ verdicts to the Sandpiper in the categories headed safe, effective, caring and responsive.

"Residents told us they experienced care that was warm, kind and focused on safety, dignity and overall needs,” the inspectors said.

"They felt safe inside and outside the home, and said staff were visible and quick to respond if someone became distressed or confused.

"Medicines were given on time and managed professionally, while relatives told us care was person-centred.

"Staff knew residents well, respected their preferences and communicated in a gentle and reassuring way. Independence was encouraged, while risks were managed.

"Residents were clean and well cared for, while activities were mostly meaningful and inclusive, with efforts made to involve people who could not easily join in.

"The service felt welcoming and homely. Visitors were greeted warmly and kept informed, while community links and outdoor spaces were well used.”.

The home’s staff, headed by manager Steven Clements, were also praised by the CQC as “kind, respectful, warm and supportive”, helping residents live healthier lives.

The Sandpiper’s “open and inclusive vision” and partnership working were recognised too, with the service “planning well for the future and end-of-life needs”.

The one category where the inspectors gave a ‘Requires Improvement’ rating concerned how the home was led.

Criticisms within the report suggested that “records were sometimes inconsistent, and relatives did not always feel involved in reviews”.

The “language used in some records and by some staff was not always respectful”, while “staffing levels and gaps in skills meant residents were not always supported consistently at times of distress”.

The CQC report also noted that “support to anticipate and reduce emotional distress was not always effective, with staff wellbeing not consistently supported”.

Staff training was pinpointed as “limited” in one area, while some staff “did not feel confident to speak up and felt unfairly treated”.

The chief executive officer of Tanglewood Care Homes, Daniel Rowark-Donowa, said: "We are incredibly proud that the first full inspection under the CQC's new framework at Sandpiper has resulted in an overall ‘Good’ rating.

"This achievement reflects the compassion, dedication and professionalism of every member of the team, who work tirelessly every day to ensure residents receive the highest standard of care.

"The comments from residents and their families mean the most to us because they show the positive difference our team makes to people's lives.

"We are committed to continually building on this success, listening to feedback and ensuring Sandpiper remains a place where people feel safe, valued and truly at home."