CQC report explained · a nursing home
What the CQC found at Hatherleigh Care Village
Rated Good: inspectors found the home performing well and meeting their expectations.
What inspectors found, May 2023
Rated Good; inspectors found safe, kind care, but identified improvements needed in medicines and some care records.
Inspectors visited the home without notice on 28 March 2023. They spoke with people, a relative and staff, contacted healthcare professionals, and checked care records, medicines, recruitment files, safety checks and quality monitoring.
The home was rated Good overall. Safe, Caring and Well-led were rated Good. Inspectors found people felt safe, staff were kind and respectful, staffing was generally sufficient, and the home had strong systems for checking quality and safety.
There were still areas to improve. Some instructions for medicines were not detailed enough, one care record did not reflect current catheter care, fluid charts lacked a target intake, and some people said they waited for call bells on busy days. The Safe rating improved from Requires Improvement at the previous inspection, while Caring and Well-led remained Good.
Kind and respectful staff
People and relatives spoke positively about staff. Inspectors saw warm interactions, respect for privacy and dignity, and support that reflected people's choices.
“I think the staff are kind and accommodating.” from the report
People felt safe
People told inspectors they felt safe, and staff understood how to recognise and report abuse. Safeguarding and legal-authority checks were in place.
“[I feel] extremely safe, the staff check on me regularly, they are all lovely.” from the report
Strong quality checks
The home used a wide range of clinical and non-clinical checks at both home and provider level. Accidents and incidents were reviewed and care plans were changed when needed.
“There was an extensive range of quality monitoring and governance systems embedded in the service.” from the report
Generally sufficient staffing
Inspectors found enough staff to meet people's needs overall. Recruitment checks were completed, and the provider was addressing sickness levels.
“The provider and registered manager ensured there were sufficient numbers of staff deployed to meet the needs of the people at the service.” from the report
Care and fluid records
needs fixingOne care record did not reflect current catheter care. Fluid charts did not show a target daily intake, which could make it harder to identify when someone needed extra support.
“We identified that a person's record did not reflect their current care relating to their catheter management.” from the report
Waiting for call bells
needs fixingSome people said they had to wait for their bells to be answered on very busy days. Staff also said unplanned sickness could make staffing challenging.
“Some people did tell us that on very busy days they would have to wait a period for their bells to be answered.” from the report
Care records left visible
minorA communal computer terminal was sometimes left unlocked, so information could be seen. The issue was brought to the home's attention and action was taken.
“We observed on a small number of occasions the remote terminal in use in the communal lounge area on the ground floor was left unlocked and information could be seen.” from the report
Contact with healthcare professionals
minorOne healthcare professional said the home could sometimes be difficult to access or contact by phone. Inspectors fed this back to the registered manager.
“The professional also told us that care staff engaged with people in a caring and respectful way and that risk management for people was appropriate.” from the report
- 01What changes have been made to the instructions and checks for variable-dose and as-required medicines?
- 02How do you make sure care records, including catheter care, always reflect a person's current needs?
- 03How do you set and monitor daily fluid targets for people who need fluid charts?
- 04How do you cover sickness and busy periods so people do not wait too long for call bells?
- 05How quickly can families and healthcare professionals contact the home by phone?
This inspection rated Safe, Caring and Well-led; Effective and Responsive were not rated in the report, and Safe improved from Requires Improvement while Caring and Well-led remained Good. This explanation was written from the published report of 11 May 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.
What inspectors found, December 2020
Inspected but not rated; inspectors found good infection prevention arrangements for the proposed Covid-19 designated setting.
Inspectors visited the home on 24 November 2020. The announced inspection was carried out because the home had been identified as a possible designated setting for people discharged from hospital with a positive Covid-19 status.
The inspection focused on infection prevention and control. Inspectors found detailed admission arrangements, trained staff identified for the isolation area, suitable cleaning and hygiene measures, and safe arrangements for visitors, testing and protective equipment.
The home was inspected but not rated. This means the report does not give an overall rating or full ratings for the five areas of care. Inspectors said they were assured that infection prevention and control arrangements were being followed.
Planned admissions and staffing
The home had a detailed admission process and had identified trained staff to work only in the isolation area, with a back-up team available.
“There was a detailed pre-admission procedure for staff and people to follow.” from the report
Clean and practical isolation area
The proposed area was clean and had one-way movement, hand-washing facilities, protective equipment, waste arrangements and a planned cleaning schedule.
“The proposed area was visibly clean and hygienic. There was a one way route in and out with suitable hand washing stations.” from the report
Managed visiting
Visits were booked and checked, with health questionnaires, temperature checks, protective equipment and arrangements that reduced the need for visitors to enter the home.
“The provider had a very clear visiting protocol for people, relatives and staff to follow.” from the report
Support for wellbeing
The home had planned one-to-one activities and supplied devices to help people keep in touch with family and friends during isolation.
“These initiatives helped maintain people's mental and physical wellbeing.” from the report
Inspectors raised no specific concerns in this report.
- 01Is the five-room designated Covid-19 area still being used, and who can be admitted to it?
- 02Are the specially trained staff and back-up team still available to work in the isolation area?
- 03How are rooms cleaned and left empty between admissions or after someone has been discharged?
- 04What visiting arrangements are currently in place, including checks and protective equipment?
- 05How will you support my relative's wellbeing and contact with family if they need to isolate?
This was a focused inspection of infection prevention and control for the proposed Covid-19 designated setting; it did not rate the other four questions or give an overall rating. This explanation was written from the published report of 18 December 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.
Every inspection of Hatherleigh Care Village
3 rated inspections over 6 years: the service has held its Good rating throughout.
- May 2023Goodcurrent ratingSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- December 2020Inspected but not ratedSafe: Inspected but not rated
- August 2018Goodstayed GoodSafe: Requires improvementWell-led: Good
- September 2017GoodSafe: Requires improvementCaring: GoodWell-led: Good
- February 2016
Registered with the Care Quality Commission on 1 February 2016.
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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17 live-in carers within about an hour of Devon
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 £1,270 a week. 15 can care for a couple. 13 years' experience on average.
“She is such a warm and gentle person while being professional and competent at the same time.”
“She looked after my mum, who can be incredibly challenging, so well and so gently, and we always felt confident that my mum was getting the best care available.”
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.