CQC report explained · a residential care home
What the CQC found at Harleston House
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- Inspectors were assured that infection risks were being managed through PPE, testing, shielding, social distancing, cleaning, safe admissions and an up-to-date policy. They were also assured that the home could prevent or manage infection outbreaks.
- Effective?
- Good
- Does the care work? Training, consent, food and drink, working with GPs and nurses.
- Caring?
- Outstanding
- Are people treated with kindness and dignity?
- Responsive?
- Outstanding
- Is care built around the person? Care plans, activities, complaints.
- Well-led?
- Outstanding
- Is the home run well? The manager, the culture, how problems get found and fixed.
What inspectors found, February 2021
Harleston House was inspected but not rated; inspectors were assured about infection control during the COVID-19 pandemic.
This was an announced, targeted inspection on 26 January 2021. Inspectors looked at infection prevention and control measures in response to the coronavirus pandemic.
Inspectors were assured that the home was using PPE safely, supporting shielding and social distancing, testing people and staff, and managing admissions safely. They were also assured that the home had an up-to-date infection control policy and could prevent or manage outbreaks.
The home supported contact with relatives through phones, tablets and a large TV screen. Staff also continued activities for people, including those living with dementia, while visitors could not attend.
The service was inspected but not rated. This means the report gives findings from this targeted inspection, rather than a Good, Requires improvement or Inadequate rating.
Keeping in touch
The home created several ways for people to contact relatives when visits were not possible. Staff supported people living with dementia to use these options.
“This included by phone, tablet and a large TV screen.” from the report
Activities and wellbeing
Staff continued a full activities programme to support people's mood while they were unable to have normal visits.
“Staff recognised that people missed contact with their loved ones and had continued to deliver a full programme of activities to cheer people's mood.” from the report
Infection precautions
The home used PPE, social distancing, testing and isolation arrangements. Staff who tested positive were supported to stay at home.
“All people living at Harleston House Care Home are currently shielding and so staff wear PPE at all times and remain socially distant whenever this is possible.” from the report
Clean premises
Inspectors found the premises clean and saw frequent cleaning of high-touch areas. Cleaning products had been checked for their effectiveness against COVID-19.
“The premises looked clean throughout and communal areas were ventilated.” from the report
Inspectors raised no specific concerns in this report.
- 01How do you currently support people to keep in touch with relatives when visits are not possible?
- 02What testing and isolation arrangements are used when someone is admitted from hospital?
- 03How often are high-touch areas cleaned, and who checks that this has been done?
- 04What happens if a member of staff tests positive for COVID-19?
- 05How have your infection control arrangements changed since the inspection on 26 January 2021?
This was a targeted inspection of infection prevention and control during the coronavirus pandemic; the service was inspected but not rated. This explanation was written from the published report of 24 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.
What inspectors found, January 2019
Harleston House was rated Outstanding; inspectors found exceptionally caring, personalised support and strong leadership, with safety and effectiveness rated Good.
This was an unannounced, comprehensive inspection on 12 November 2018. Inspectors spoke with people living in the home, relatives, staff and visiting healthcare professionals. They observed care and reviewed care records, medicine records, recruitment, training and quality checks.
The home was rated Outstanding overall. Caring, responsive and well-led were Outstanding. Safe and effective were Good. Inspectors found that people received personalised care, were treated with dignity and were supported to make choices and stay as independent as possible.
Inspectors found enough trained staff, safe recruitment, well-managed medicines and effective systems for managing risks. People were supported with food, health appointments and activities that matched their interests. Complaints and feedback were listened to and used to improve the home.
Personalised care
Care was built around each person's needs, wishes and history. Staff knew people well and adapted support to help them live as they wanted.
“People were at the heart of the service; receiving outstanding care that was personalised to them, taking account of their individual needs and wishes.” from the report
Kind and respectful staff
Staff treated people with compassion and respect. They supported independence and paid close attention to how people communicated, including people living with dementia.
“All the staff continued to be extremely compassionate, attentive and caring in their interactions with people.” from the report
Meaningful activities
People could choose from varied activities and were supported to continue hobbies and interests. Staff also created individual opportunities based on people's personal histories and wishes.
“People were encouraged and supported to pursue their hobbies, participate in a wide range of meaningful activities that they chose, enabling them to live as full a life as possible.” from the report
Strong leadership
The home had an open and supportive culture. Inspectors found high morale, accessible management and systems that helped the service keep improving.
“Harleston House was exceptionally well led. There was dynamic and effective leadership within the service.” from the report
Safe staffing and medicines
Inspectors found enough staff to meet people's needs, safe recruitment checks and well-kept medicine records. Staff responded to requests promptly.
“Our observations showed people were supported by sufficient numbers of staff. People's requests for assistance were responded to in a timely manner.” from the report
Inspectors raised no specific concerns in this report.
- 01How do you make sure each person's care plan is kept up to date when their needs or wishes change?
- 02How many staff are normally on duty during the day and at night, and how do you cover sickness or other absences?
- 03How do you support people to take part in activities that match their interests, including people who may not communicate their wishes easily?
- 04How are medicines that must be given at particular times managed and checked?
- 05How can families raise concerns, and how will we be told what action has been taken?
This was an unannounced comprehensive inspection covering all five key questions and the overall rating; the report also compares the findings with the previous inspection on 20 April 2016. This explanation was written from the published report of 17 January 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. The report was longer than we could read in one go; the later sections may not be reflected.
Every inspection of Harleston House
2 rated inspections over 3 years: the service has improved, from Good to Outstanding.
- February 2021Inspected but not ratedcurrent ratingSafe: Inspected but not rated
- January 2019Outstandingup from GoodSafe: GoodEffective: GoodCaring: OutstandingResponsive: OutstandingWell-led: Outstanding
- June 2016GoodSafe: GoodEffective: GoodCaring: OutstandingResponsive: GoodWell-led: Good
- June 2013
Report published without a new overall rating.
- July 2012
Report published without a new overall rating.
- December 2010
Registered with the Care Quality Commission on 7 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.
Weigh the report against the rest
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23 live-in carers within about an hour of Suffolk
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. 17 can care for a couple. 7 years' experience on average.
“Not only was she professional, polite and efficient but she bought a lovely smile and laughter to my parents home.”
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.