CQC report explained · a residential care home
What the CQC found at Burlington Hall Care Home
Rated Outstanding: inspectors found the home performing exceptionally well.
What inspectors found, March 2019
Burlington Hall Care Home was rated Good; inspectors found safe, kind and personalised care, with some concerns about staff availability and call bells.
This was a planned inspection over two days. An inspector, an assistant inspector and an expert by experience spoke with people, relatives, staff and a healthcare professional. They reviewed care records, recruitment files, training, safeguarding, complaints, accidents, incidents and medicines records.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found that people were protected from abuse and avoidable harm, medicines were managed safely, staff were trained, and people received care based on their needs and preferences.
People were generally treated with kindness, dignity and respect. Relatives and residents were involved in care reviews, could give feedback, and saw action taken in response to concerns. Inspectors also found good links with healthcare professionals and systems for checking and improving the service.
There were some issues to keep under review. Some people felt staff were often busy using laptops, one person felt staff could become cross when the call bell was used often, and one person's requested shower routine was not reflected in their records. The provider said it acted on these points.
Managing risks
People had risk assessments covering issues such as falls, nutrition and pressure area care. These explained how risks should be reduced while supporting independence.
“People had risk assessments in place for example, risk associated with poor nutrition, pressure area care and falls.” from the report
Trained staff
Staff completed induction and refresher training. Staff told inspectors that the training gave them the knowledge needed for their roles.
“All staff spoken with confirmed the training provided equipped them with the knowledge they needed to fulfil their roles and responsibilities.” from the report
Kind and respectful care
Inspectors observed respectful interactions and found that people's privacy, dignity and preferences were supported.
“People said the staff were very good at protecting their privacy and dignity.” from the report
Personalised support
Care was based on people's assessed needs, interests and preferences. The home supported meaningful activities and helped people maintain relationships.
“People received care based on their individual assessed needs.” from the report
Quality checks
The home carried out audits and used meetings and questionnaires to identify improvements. Inspectors found that actions were taken when needed.
“Comprehensive audits were undertaken in all areas of the service to identify where improvements could be made, and actions were taken.” from the report
Staff availability
needs fixingSome people said staff were often busy using laptops. Inspectors raised this with the provider as an area to address.
“Although some people expressed discontent with the availability of staff saying staff were often busy using the laptops.” from the report
Call bell responses
needs fixingOne person felt some staff seemed to become cross when the call bell was used often. The provider said it took immediate action to remind staff to answer call bells promptly and respectfully.
“However, one person commented they felt some staff seemed to get cross if they rang their call bell too often.” from the report
Recording personal routines
minorOne person's wish to have a shower more often was not reflected in the care records. The provider said it would ensure the person's wishes were met and that daily shower records were started.
“One person said they would like to have a shower more often, their care records showed they had a shower once a week.” from the report
- 01How do you make sure staff spend enough time with residents while also using laptops to complete records?
- 02How quickly are call bells answered, and how do you check that staff respond politely when people use them often?
- 03How are each person's bathing preferences recorded and checked against the care they receive?
- 04What activities are now available since the new activity worker was appointed?
- 05How do you show residents and relatives what action was taken after feedback or complaints?
This was a planned inspection covering all five CQC questions, with both the premises and care provided looked at; the overall and question ratings remained Good from the previous inspection. This explanation was written from the published report of 29 March 2019 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, June 2017
Rated Good and remained Good; inspectors found safe, kind and personalised care with effective management.
This was an unannounced comprehensive inspection on 8 June 2017. The inspection included observing care, lunch, medicines and activities. Inspectors spoke with people living at the home, relatives, staff and volunteers, and reviewed care, medicines, staff and management records.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found enough suitably skilled staff, safe medicines practice, appropriate training, personalised care and good support with food, health needs, activities and complaints.
The home cared for 49 people at the time, with space for up to 53. It was rated Good at the previous inspection and remained Good at this inspection.
Safe staffing and risk support
Inspectors found enough staff with the right mix of skills. Individual risk assessments supported people to stay safe while remaining as independent as possible.
“There were sufficient staff, with the correct skill mix, on duty to support people with their needs.” from the report
Safe medicines
Medicines were administered correctly, records were completed and medicines were stored securely.
“People's medicines were managed safely. We observed medication being administered. This was carried out correctly and records were completed.” from the report
Kind and respectful care
Staff knew people's backgrounds, likes and dislikes. Inspectors saw friendly, meaningful interactions and found that privacy and dignity were maintained.
“Staff were able to tell us about each individual, for example their likes and dislikes, background and family.” from the report
Personalised support and activities
Care plans included people's strengths, needs, life history and preferences. People were offered one-to-one and group activities that they enjoyed.
“Care plans had been written in a personalised way for each individual and were reviewed regularly.” from the report
Open management and quality checks
People, relatives and staff were positive about the management. The home used audits, meetings and action plans to monitor the service.
“Quality assurance systems were in place to help drive improvements.” from the report
Inspectors raised no specific concerns in this report.
- 01How do you currently check that staffing levels and the mix of staff skills are enough for people's needs?
- 02How are medicines administered, recorded and stored now?
- 03How often are care plans and risk assessments reviewed and updated?
- 04What activities are currently available for people who prefer one-to-one or group support?
- 05How are complaints, audits and action plans currently monitored by the management team?
This was an unannounced comprehensive inspection covering all five areas, and the previous Good ratings remained Good. This explanation was written from the published report of 27 June 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 Burlington Hall Care Home
5 rated inspections over 4 years: the service has held its Good rating throughout.
- March 2019Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- June 2017Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- December 2016Goodstayed GoodSafe: GoodEffective: GoodWell-led: Good
- July 2015Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- January 2015GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- April 2014
Report published without a new overall rating.
- April 2014
Report published without a new overall rating.
- June 2013
Report published without a new overall rating.
- January 2013
Report published without a new overall rating.
- November 2011
Report published without a new overall rating.
- May 2011
Report published without a new overall rating.
- December 2010
Registered with the Care Quality Commission on 23 December 2010.
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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