CQC report explained · a residential care home
What the CQC found at Boulters Lock Residential Home
Rated Good: inspectors found the home performing well and meeting their expectations.
What inspectors found, March 2020
Rated Outstanding; inspectors found exceptionally caring and well-led care, with the other areas rated Good.
This was an unannounced inspection on 9 January 2020. The inspector spoke with people living in the home, relatives, staff and health professionals. They also observed care and checked training, policies and care records.
The home was rated Outstanding overall. Caring and well-led were rated Outstanding. Safe, effective and responsive were rated Good. Inspectors found kind and respectful care, enough staff, safe medicines practice, good support with health and food, and activities based on people's individual wishes.
The inspection found a strong, open culture. People were involved in decisions, supported to stay independent and helped to maintain relationships and interests. Relatives also described dignified support at the end of life.
The previous overall rating was Good, published in July 2017. Caring and well-led improved to Outstanding, while the other three ratings stayed Good.
Kind and respectful care
Inspectors found that staff were compassionate and treated people as individuals. Privacy, dignity and emotional support were central to the home's culture.
“People were treated with exceptional kindness, dignity and respect and received their care and support from a highly motivated and dedicated staff team.” from the report
Respect for personal choice
People were supported to make choices and pursue interests that mattered to them, including activities outside usual care home routines.
“This was evidence that staff understood the importance of respecting people's preferences wishes and choices.” from the report
Safe staffing and medicines
Inspectors saw enough staff to meet people's needs without rushing. Medicines were given as prescribed, with staff training and competency checks.
“There were enough staff to meet people's needs. We saw people were attended to in a timely manner and staff were not rushed.” from the report
Strong leadership
Managers used audits, staff feedback and improvement plans to monitor quality and risk. Staff described good teamwork and support.
“There were highly effective and clear processes in place to monitor performance and risk.” from the report
Support at the end of life
Relatives told inspectors that people received dignified, comfortable and pain-free care at the end of life. Staff also supported families during this time.
“People's experience of end of life care was a positive one.” from the report
Consistency of skin care
minorA health professional said that staff changes could lead to some variation in promoting skin care. The manager was providing training and working to maintain improvements.
“They commented that as staff changed, there could be some variation in areas such as promoting skin care.” from the report
- 01How do you keep skin care consistent when staff change?
- 02How will you record and support my relative's personal wishes, interests and choices?
- 03What staffing levels are planned on each shift, and how do you respond if staffing changes?
- 04How are end of life wishes recorded, and how are relatives supported?
- 05How will my relative and family be involved in reviewing their care and raising concerns?
This was an unannounced planned inspection that looked at the accommodation and care provided, including all five CQC questions, observations, discussions and records. This explanation was written from the published report of 13 March 2020 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, July 2017
Boulters Lock Residential Home was rated Good; inspectors found kind, safe care, with some records and complaints processes needing improvement.
This was an unannounced, comprehensive inspection on 15 June 2017. Inspectors spoke with people living in the home, staff and managers. They reviewed care records, staff files and other records.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. People were protected from abuse, risks and medicine errors. There were enough staff, and people received kind care that respected their privacy and choices.
Inspectors found good food and drink support, person-centred care plans, activities and healthcare arrangements. They also found some weaknesses. Staff files were disorganised, some care reviews were too general, and the complaints process was not managed clearly. The home was given recommendations to improve these areas.
Safe staffing and medicines
People did not wait more than five minutes for call bells during the week reviewed. Staff had medicine training and checks before administering medicines, and medicines were stored and handled correctly.
“There was robust management of people's medicines.” from the report
Food and drink
People had choices at meals, including suitable options for allergies and special diets. Snacks and drinks were available, and staff offered them regularly.
“We found there was excellent nutrition and hydration.” from the report
Kind and respectful care
Staff were patient and gentle. They supported people to make choices, maintain privacy and dignity, and stay as independent as possible.
“We observed that staff were gentle, pleasant and patient with people and communicated with them clearly and appropriately” from the report
Personalised activities
The home offered a regular programme including discussions, games, crafts, entertainers and outings. Activity records were kept up to date.
“There was a monthly schedule of varied activities which was typed and given to residents which outlined the programme for each day of the week.” from the report
Quality oversight
Managers and the provider carried out regular checks on care and safety. They recorded actions and deadlines when improvements were needed.
“The quality of people's care was regularly assessed.” from the report
Staff file organisation
needs fixingThe required recruitment information was present, but files were difficult to check because they were not well organised. The provider said the files would be organised and indexed.
“Files were disorganised which made it difficult to find information to demonstrate compliance.” from the report
Care review records
needs fixingSome monthly reviews did not reflect changes recorded elsewhere in the care file. Some reviews were generic, so families should ask how this is now checked.
“Monthly reviews and updates did not always reflect changes identified or recorded elsewhere in the care file and were sometimes generic.” from the report
Complaints handling
needs fixingThe complaints procedure was not displayed, and one complaint file did not show a clear investigation, outcome or apology. Inspectors recommended reviewing the complaints process.
“The complaints procedure was not on display anywhere in the building and was not seen in the central complaints file.” from the report
Hospital transfer information
needs fixingInspectors found that resuscitation status was recorded incorrectly on transfer forms. The manager agreed to correct this promptly.
“We found an error with the form and pointed this out to the registered manager.” from the report
Duty of candour records
needs fixingRecords did not always show that investigations had taken place or that written apologies had been provided after serious injuries. Inspectors recommended further training.
“When serious injuries occurred, the documentation for duty of candour required some improvements to ensure that the service could always demonstrate that they had conducted investigations and provided written apologies.” from the report
- 01How are staff recruitment files now organised and checked before staff start work?
- 02How do you make sure care plan reviews reflect changes in a person's needs?
- 03Where can residents and relatives see the complaints procedure, and how are complaints investigated and closed?
- 04How do you check that resuscitation status and other important information on hospital transfer forms is correct?
- 05What records are now kept after a serious injury to show that the investigation and any written apology were completed?
This was a comprehensive, unannounced inspection covering all five key questions on 15 June 2017. This explanation was written from the published report of 11 July 2017 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 Boulters Lock Residential Home
3 rated inspections over 5 years: the service has improved, from Good to Outstanding.
- March 2020Outstandingcurrent ratingup from GoodSafe: GoodEffective: GoodCaring: OutstandingResponsive: GoodWell-led: Outstanding
Read what inspectors found at Boulters Lock Residential Home →
- July 2017Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
Read what inspectors found at Boulters Lock Residential Home →
- June 2015GoodSafe: Requires improvementEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- January 2014
Report published without a new overall rating.
- October 2013
Report published without a new overall rating.
- April 2013
Report published without a new overall rating.
- March 2012
Registered with the Care Quality Commission on 21 March 2012.
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
Fees, photos and reviews from families
How to read CQC ratings and reports
What to check when you visit
83 live-in carers within about an hour of Windsor and Maidenhead
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 £1,260 a week. 76 can care for a couple. 12 years' experience on average.
“I can truly say that Peter always put Dad at the centre of everything and I know that they found a great friendship in difficult times.”
“Not only has she looked after him beautifully, she has also been great company for him with lively conversation, kindness and humour.”
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.