CQC report explained · a residential care home
What the CQC found at Cleveland House
Rated Good: inspectors found the home performing well and meeting their expectations.
What inspectors found, November 2022
Requires Improvement; inspectors found kind, personalised care but important safety and management systems were not reliable.
This was the first inspection of the newly registered home. The visit was unannounced. Inspectors visited on 30 August 2022 and completed inspection activity on 14 September 2022. They spoke with all six residents by observing their care, six relatives and eight staff. They also reviewed care plans, medicines records, risk assessments, training records, audits and complaints.
Inspectors found that staff were kind, knew residents well and supported their routines, communication and activities. Relatives were positive about the care. The ratings for Effective, Caring and Responsive were Good.
There were important safety problems. Environmental risks were not always identified, medicines were not stored or recorded safely, and infection control arrangements were not consistently effective. Management checks had not found or fixed some of these issues. Safe and Well-led were rated Requires Improvement, giving an overall rating of Requires Improvement.
The home breached regulations about safe care and treatment and good governance. The provider was asked for an action plan, and the CQC said it would work with the provider and local authority to monitor progress.
Kind and familiar staff
Staff knew residents well and understood their routines, preferences and signs of distress. Relatives said residents were happy and settled.
“People were looked after by kind and caring staff who knew them well.” from the report
Personalised communication
Staff used residents' preferred ways of communicating, including Makaton, pictures, gestures and body language.
“Staff showed patience when supporting people to communicate using preferred methods of communication such as Makaton and picture exchange.” from the report
Activities and community links
Residents were supported with regular activities and contact with family and friends. These included shopping, gardening, day centres, swimming and trips out.
“Staff ensured people had new bedding, furniture, clothing and opportunities to participate in a range of regular activities such as shopping, gardening, day centres, swimming and days out to the zoo and theme parks.” from the report
Staff training and support
Staff received different forms of training, mentoring and support. Relatives had confidence that staff understood residents' needs.
“Staff were appropriately trained and supported to provide care to people.” from the report
Environmental safety
seriousRisk assessments did not identify all hazards. Inspectors found a ligature point, trip hazards and flammable items in an electrical cupboard. The ligature point was removed when identified.
“Environmental risk assessments were incomplete and did not identify all potential risks to the safety of people or staff.” from the report
Medicines
seriousMedicines were stored at unsafe temperatures for 14 days, and one medicines record did not show whether a dose had been given, offered or declined. Inspectors could not be assured that medicines were always received as prescribed.
“We could not be assured people were receiving their medicines as prescribed.” from the report
Infection control
seriousCleaning equipment and supplies were inadequate, some toilet flushes were broken, and some washrooms had no soap or hand towels. People from neighbouring accommodation could also move between buildings and share gardens.
“There were not established and effective infection prevention and control systems in place.” from the report
Incomplete records and weak audits
needs fixingAudits did not reliably find risks or ensure they were fixed. Some care plans and daily records did not accurately show residents' experiences, wishes, activities or goals.
“Governance processes were ineffective and failed to consistently hold staff regularly to account.” from the report
- 01What has been done to make medicines storage temperatures safe, and how are medicines records now checked for missing entries?
- 02How are environmental hazards, including fire risks, trip hazards and ligature risks, identified and dealt with?
- 03Are soap, hand towels, cleaning products and working cleaning equipment now available throughout the home?
- 04How often are care plans and daily records checked, and how do you make sure they record each resident's activities, enjoyment, wishes and goals?
- 05What action plan was sent to the CQC, and what evidence can you show that the required improvements have been completed?
This was the first comprehensive, unannounced inspection of the home and covered all five key questions, including infection prevention and control. This explanation was written from the published report of 4 November 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.
Every inspection of Cleveland House
Each visit the CQC has published, newest first, back to the day the home was registered.
- November 2022Requires improvementcurrent ratingSafe: Requires improvementEffective: GoodCaring: GoodResponsive: GoodWell-led: Requires improvement
- May 2021
Registered with the Care Quality Commission on 12 May 2021.
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.