CQC report explained · a residential care home
What the CQC found at Bishopsteignton House
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People told inspectors they felt safe, and staff understood safeguarding and risk management. Medicines were generally given as prescribed, but some records and storage arrangements needed improvement; the medicines issues identified were addressed during the inspection.
- Effective?
- Good
- People received care from trained and competent staff. Their nutrition, health needs and legal rights were supported, with referrals to health professionals when needs changed.
- Caring?
- Good
- Inspectors found caring and respectful relationships. People were involved in decisions about their care, although some said staff were busy and had limited time to stop and talk.
- Responsive?
- Good
- Care plans reflected people’s preferences and needs. The home supported communication, activities, family relationships and dignified end of life care.
- Well-led?
- Good
- Inspectors found a positive culture, clear management structure and good communication. Quality checks were in place, but some issues linked to medicines, the environment and recruitment had not been identified by audits.
What inspectors found, July 2022
Rated Good; inspectors found kind, effective care, with some medicines and laundry arrangements needing improvement.
This was the home’s first inspection. Inspectors visited on four days, spoke with people, visitors and staff, observed care and checked care, medicines, recruitment, safety and quality records.
All five areas were rated Good: Safe, Effective, Caring, Responsive and Well-led. People were generally safe and well cared for. Staff were described as kind, respectful and supportive, and inspectors found personalised care, good teamwork and appropriate support with food, health needs and activities.
There were some shortfalls. Medicines records and guidance were not always complete, and the medicines fridge was unlocked during part of the inspection. The laundry room did not support a one-way system, and people said staff were sometimes too busy to spend more time talking.
Kind relationships
People and visitors described staff as caring, gentle and attentive. Inspectors saw staff supporting people with reassurance and respect.
“There is a lovely atmosphere, a strong team and supporting management.” from the report
Personalised care
Care records reflected people’s preferences and risks. Staff knew people well and adapted support to their individual needs.
“Care files were personalised to reflect people's personal preferences.” from the report
Good health support
People were referred to health professionals when their needs changed. Staff worked with other services to support nutrition, hydration and wellbeing.
“People were promptly referred to health care professionals when their needs changed, for example dentists and GPs.” from the report
Strong teamwork
Staff and visitors spoke positively about teamwork and communication. The management team had worked to recruit staff despite national staffing shortages.
“Without exception, people commented positively on the teamwork of the staff group.” from the report
Medicines management
needs fixingSome medicines records and instructions needed updating or were not fully person-centred. One cream was not recorded as being applied as prescribed, and medicines audits had not identified all these issues.
“However, there were improvements needed to some aspects of the way people's medicines were managed.” from the report
Laundry layout
needs fixingThe laundry room was small and had only one entrance and exit. Inspectors recommended seeking advice to improve infection control practice in this area.
“However, the laundry room was small and only had one entrance and exit.” from the report
Limited time to talk
minorPeople said staff were kind and attentive but busy. They would have liked staff to have more time for conversation.
“People said they would like staff to have more time to talk with them and commented the staff team were busy.” from the report
Audits missed some issues
needs fixingThe home had extensive quality checks, but these did not identify some problems found by inspectors, including issues with medicines, the environment and recruitment.
“However, there were some issues not identified by the audit system which were addressed during the inspection.” from the report
Complaints information
minorThe complaints process was not displayed in everyone’s rooms as it should have been, although it was displayed in a communal area and this was corrected.
“At the time of the inspection, it was not displayed in everyone's rooms, which we were told it should have been, and was rectified.” from the report
- 01What changes were made to the medicines records and instructions after the inspection?
- 02How do you make sure creams and external medicines are applied and recorded as prescribed?
- 03What is the current plan for improving the laundry room’s one-way system?
- 04How are staffing levels and use of agency staff affecting the time available for residents to talk with staff?
- 05How do your audits now check medicines, recruitment and environmental safety issues?
This was the home’s first comprehensive inspection, covering all five CQC questions and infection prevention and control, and it also included a separate oral health thematic probe. This explanation was written from the published report of 7 July 2022 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, February 2021
Inspected but not rated; inspectors found good infection control arrangements, with Covid-19 policies needing to reflect current guidance.
This was an announced, targeted inspection on 1 February 2021. It looked only at infection prevention and control during the coronavirus pandemic.
Inspectors found good practice. Staff carried out regular Covid drills, checked people for symptoms and changes in wellbeing, and used personal protective equipment correctly. The home had also used an isolation area and grouped staff during an outbreak in June 2020.
The home was assured on visitor safety, shielding and distancing, safe admissions, PPE, testing, cleanliness, and managing outbreaks. The overall service was inspected but not rated, so this report does not give a quality rating for the home or the other four questions.
Outbreak planning
The home had a contingency plan and used an isolation zone and staff grouping to help contain an outbreak.
“The home had successfully implemented their contingency plan to contain an outbreak in June 2020.” from the report
Practical Covid training
Staff used regular exercises to understand how infection could spread around the home.
“The staff carried out regular 'Covid drills'.” from the report
Correct PPE use
Staff had relevant training and inspectors saw them wearing suitable PPE correctly for their tasks.
“Staff were observed to be using the appropriate PPE for the task they were completing and were wearing it correctly.” from the report
Monitoring for symptoms
The home regularly checked for new symptoms and changes in people's wellbeing.
“Systems were in place to regularly check people for any new symptoms of Covid-19.” from the report
Policies needed updating
minorThe provider was directed to resources to make sure its Covid-19 policies matched current UK Government guidance.
“We have also signposted the provider to resources to ensure policies relating to Covid-19 reflect current UK Government guidance.” from the report
- 01How have your Covid-19 policies been updated to reflect current UK Government guidance?
- 02What would you do now if there was an infection outbreak in the home?
- 03How do you check residents and staff for new symptoms or changes in wellbeing?
- 04What training do staff receive on PPE, and how do you check that it is used correctly?
- 05How do you manage isolation and staffing if someone is suspected or confirmed to have Covid-19?
This was a targeted inspection of infection prevention and control under the Safe question; the other questions and an overall quality rating were not assessed. This explanation was written from the published report of 25 February 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 Bishopsteignton House
3 rated inspections over 6 years: the service has held its Good rating throughout.
- July 2022Goodcurrent ratingSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- February 2021Inspected but not ratedSafe: Inspected but not rated
- March 2019Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- August 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- September 2019
Registered with the Care Quality Commission on 18 September 2019.
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.
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17 live-in carers within about an hour of Devon
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 £1,270 a week. 15 can care for a couple. 13 years' experience on average.
“She is such a warm and gentle person while being professional and competent at the same time.”
“She looked after my mum, who can be incredibly challenging, so well and so gently, and we always felt confident that my mum was getting the best care available.”
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.