CQC report explained · a nursing home
What the CQC found at Arbour Walk
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People told inspectors they felt safe. Risk assessments, safeguarding training, staffing checks, medicines systems and infection control arrangements were found to be in place.
- Effective?
- Good
- Staff had suitable training, supervision and support. People were helped with food, drink, choices and access to health professionals.
- Caring?
- Good
- Inspectors saw kind and respectful interactions. Staff supported people's dignity, independence and involvement in decisions about their care.
- Responsive?
- Good
- Care was personalised and people were supported with relationships, activities and communication needs. However, daily records were not always detailed enough.
- Well-led?
- Good
- People, relatives and staff spoke positively about the management. Quality checks covered areas such as care records, medicines, safety and infection control, with actions followed up.
What inspectors found, October 2021
Rated Good; inspectors found kind, safe and well-organised care, with some daily care records not detailed enough.
This was an unannounced comprehensive inspection on 28 September 2021. The inspectors spoke with people living at the home, relatives and staff. They also observed care and checked care plans, medicines, staff records, complaints and quality checks.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. People and relatives said staff were kind, skilled and reliable. Inspectors found enough staff, safe medicines systems, suitable training and good infection control.
People were supported to make choices, eat and drink well, see health professionals and take part in activities. The home had dementia-friendly features, including clear signs, a garden, a cinema, a bar area and a sensory room.
Inspectors found that daily records were not always detailed enough to give an accurate picture of people's daily lives and achievements. The report also says the home had identified some gaps in care records and had updated records as a result.
Kind and respectful staff
People and relatives spoke highly of the staff. Inspectors saw warmth, reassurance and respect in everyday interactions.
“Every staff member we saw treated people with kindness and respect.” from the report
Safe staffing and risk management
The home had enough staff according to its own assessment, and staff responded promptly to call bells. Risks were recorded with guidance on how to reduce them.
“Staff were visibly present throughout the home. We saw how they responded swiftly to call bells and when people requested assistance.” from the report
Good training and support
Staff received induction, training, supervision and guidance from senior staff. Inspectors found that staff had the skills and knowledge needed to support people.
“Staff had the knowledge, skills and experience required to meet people's needs.” from the report
Activities and social contact
People were offered a wide range of activities and ways to stay connected. Staff spent one-to-one time with people and supported their interests.
“People were very well supported to maintain relationships and to take part in activities they enjoyed.” from the report
Strong management checks
The management team used audits and other checks to monitor the home. The report says actions from these checks were recorded and followed up.
“Quality assurance checking systems were in place. These were in depth and monitored the service in all areas to ensure good service and care.” from the report
Daily records lacked detail
needs fixingSome daily records did not contain enough information to give an accurate account of people's daily lives and achievements. Ask how this has been improved and checked since the inspection.
“The daily records for people were not always sufficiently detailed to ensure they provided an accurate and record of people's daily lives and achievements.” from the report
- 01How do you make sure daily records accurately describe my relative's care, activities and achievements?
- 02What checks are now in place to prevent gaps in care records?
- 03How will you assess and update my relative's risks, including risks of falls or other harm?
- 04What activities would be suitable for my relative's interests, communication needs and level of independence?
- 05How will you keep relatives involved in decisions about care and best-interest decisions if needed?
This was the first comprehensive inspection since registration; a focused inspection on Safe and Well-led took place on 12 February 2021 and found no concerns. This explanation was written from the published report of 28 October 2021 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
What inspectors found, April 2021
Arbour Walk had Good ratings for Safe and Well-led, but there was insufficient evidence to give an overall rating and some relatives found communication difficult.
Inspectors visited on 12 February 2021. This was the first inspection since the home was registered in March 2020. The visit was announced with 18 hours' notice and followed concerns about infection control and falls.
Inspectors spoke with 11 relatives and 12 staff members. They reviewed four care records, nine medicine records, four recruitment and supervision files, and other service records. They found enough staff, safe recruitment, suitable risk assessments and medicines that had been administered and recorded safely.
The home was rated Good for Safe and Good for Well-led. Inspectors found effective checks and action when improvements were needed. However, the CQC said there was insufficient evidence to give an overall rating, and the other three questions were not rated.
Managing risks
The home had risk assessments and plans for individual needs, including falls. Staff monitored people at higher risk and reviewed incidents for patterns and learning.
“Risks were identified and managed appropriately to keep people safe.” from the report
Staffing
Inspectors found enough suitably trained staff to meet people's needs. Staffing levels were reviewed when people's needs changed.
“There were enough suitably trained and competent staff to meet the needs of people living at the home and minimise risks to their safety.” from the report
Safe medicines
Medicines were administered and recorded, including time-critical medicines. Storage, ordering and disposal were also checked.
“All medicines had been administered and recorded.” from the report
Quality monitoring
The management team used audits and other checks to identify shortfalls and make improvements. Staff said they felt supported and able to raise concerns.
“Quality monitoring systems were used effectively to make sure that improvements could be made to the overall quality of care and service.” from the report
Getting through by phone
minorSome relatives said it could take a long time for the phone to be answered, especially outside office hours. Other feedback was more positive, so experiences varied.
“Some relatives told us they had found communication with the home sometimes a challenge.” from the report
Falls alarm
needs fixingAfter one person fell, a movement alarm had not been activated. Staff discussed the importance of using it and recorded the learning.
“The PIR (passive infra-red) alarm which alerts staff to movement in the room had not been activated.” from the report
Medical cover
needs fixingThe home was working with commissioners and safeguarding staff because there were challenges in securing enough medical cover for people with the highest needs.
“The home was currently liaising with commissioners and the local safeguarding authority.” from the report
- 01How quickly are calls answered outside office hours, and what is the process if a family cannot get through?
- 02What medical cover is currently available for people with the highest or most complex needs?
- 03How are falls risks monitored now, and how does the home make sure movement alarms and other equipment are activated?
- 04What infection control arrangements are currently used for visitors and during any outbreak?
- 05How are relatives kept updated about changes to visiting arrangements and their family member's care?
This was a focused inspection prompted by concerns about infection control and falls, and it rated Safe and Well-led only; Effective, Caring and Responsive were not rated. This explanation was written from the published report of 10 April 2021 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of Arbour Walk
Each visit the CQC has published, newest first, back to the day the home was registered.
- October 2021Goodcurrent ratingSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- April 2021Insufficient evidence to rateSafe: GoodWell-led: Good
- March 2020
Registered with the Care Quality Commission on 6 March 2020.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
Weigh the report against the rest
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40 live-in carers within about an hour of Bristol, City of
These are self-employed carers on PrimeCarers, the introductory agency that runs this directory. Each has a profile with their own rates and reviews from families, and you choose who to talk to.
Most charge £1,020 to £1,300 a week. 34 can care for a couple. 11 years' experience on average.
“She became a good friend to my mother in law, chatting with her, dancing with her, knitting with her and the list goes on”
“She was very caring, kind and patient to all his needs, she built up a wondetful rapport with him, she was dedicated and was there for him through good times as well as through the tough times”
Every carer has had an enhanced DBS check in the last 18 months, ID and right-to-work checks and an online interview. Their skills and training are for you to check with them. Carers set their own rates, and who is free changes week to week.