CQC report explained · a nursing home
What the CQC found at Chaucer House
Rated Inadequate: inspectors found the home performing badly and the CQC has taken enforcement action.
What inspectors found, February 2023
Chaucer House rated Good; inspectors found kind, safe and personalised care, with medication recording and management arrangements being watched closely.
This was the first inspection of the newly registered home. It was unannounced and took place from 11 to 13 January 2023. Inspectors spoke with people, relatives, staff and healthcare professionals. They also observed care and checked care records, medicines, staffing, training, complaints and audits.
The home was rated Good overall and Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found enough staff, safe recruitment, good infection control and detailed risk assessments. People were treated with kindness and dignity, and their choices, communication needs, interests and end of life wishes were respected.
Inspectors identified some issues that were being managed. Medication audits had found errors in recording medicines, some assessments needed more information, and there had been shortfalls in reporting notifications. There was no registered manager at the time, although an acting manager was in place, provider oversight had increased and a new manager was due to start.
Staffing and safety
Inspectors found enough staff to meet people's needs. Recruitment checks were thorough, and agency staff usually received an induction and worked alongside experienced staff before working alone.
“There were enough staff to provide support.” from the report
Kind and respectful care
Staff knew people well and supported their dignity, privacy, choices and independence. Inspectors observed warm and compassionate relationships.
“The relationship between people and staff was kind and supportive.” from the report
Personalised support
People's routines, hobbies, communication methods and preferences were recorded and understood by staff. Activities were adapted to individual interests.
“People's interests, hobbies and what was important to them were well documented in their care plans.” from the report
Food and health support
People were positive about the food, and dietary needs were catered for. Staff monitored eating and drinking and involved healthcare professionals when needed.
“People's nutritional needs and preferences were catered for.” from the report
Learning and improvement
The provider investigated incidents and used audits, training and projects to improve care. Inspectors saw evidence of learning after falls and medication problems.
“Management embraced a learning culture and had invested in a variety of innovative projects to improve outcomes for people.” from the report
Medication recording errors
needs fixingAudits found that the medication system had caused errors when medicines were booked in and recorded. Extra audits and training were introduced, and a replacement system was due to be introduced.
“Medicines audits had identified that the system being used had caused errors when booking in and recording medicines.” from the report
No registered manager
needs fixingThere was no registered manager in post during the inspection. An acting manager was running the home, provider oversight had increased and a new manager was due to start.
“At the time of our inspection there was not a registered manager in post.” from the report
Some assessments needed more detail
minorInspectors said some assessments needed further information, although staff knew people's backgrounds and needs and created fuller care plans after people had settled in.
“Some assessments required further information, but staff had knowledge of people and their backgrounds and needs.” from the report
Reporting shortfalls
minorThe provider had identified some shortfalls in reporting required notifications and said it had taken steps to address them.
“The provider identified there were some shortfalls in reporting notifications and had taken appropriate steps to address these concerns.” from the report
- 01Is a registered manager now in post, and who has overall responsibility for the home today?
- 02What medication recording errors were found, and has the new medication system now been introduced?
- 03How do you check that medication staff remain competent and that recording errors are identified quickly?
- 04How have you improved the detail in people's initial assessments and care plans?
- 05What changes were made after the shortfalls in reporting notifications?
This was the first, unannounced inspection and covered all five key questions, including infection prevention and control under Safe. This explanation was written from the published report of 25 February 2023 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 Chaucer House
5 rated inspections over 6 years: the service has slipped, from Outstanding to Good.
- February 2023Goodcurrent ratingup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- August 2019Requires improvementup from InadequateSafe: Requires improvementEffective: GoodCaring: GoodResponsive: Requires improvementWell-led: Requires improvement
- July 2019Inadequatedown from Requires improvementSafe: InadequateEffective: Requires improvementCaring: Requires improvementResponsive: Requires improvementWell-led: Inadequate
- January 2018Requires improvementdown from OutstandingSafe: Requires improvementEffective: Requires improvementCaring: Requires improvementResponsive: Requires improvementWell-led: Requires improvement
- November 2016OutstandingSafe: GoodEffective: GoodCaring: OutstandingResponsive: OutstandingWell-led: Good
- March 2020
Registered with the Care Quality Commission on 16 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.
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39 live-in carers within about an hour of Kent
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 £980 to £1,260 a week. 33 can care for a couple. 12 years' experience on average.
“Always on time and with a lovely smile for my mum. Theresa is kind and sensitive to my mum's needs.”
“Irene was a very kind and empathetic carer who knew just the right words to say to put a smile on my face.”
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.