CQC report explained · a residential care home
What the CQC found at Hendra House Residential Home
Rated Outstanding: inspectors found the home performing exceptionally well.
What inspectors found, December 2017
Rated Outstanding overall; inspectors found exceptionally caring, responsive and well-led support, with a small concern about evacuation knowledge.
This was an unannounced inspection on 20 October 2017. Inspectors spoke with people living at the home, relatives, staff and health professionals. They observed care and checked care, medicines, training and management records.
The home was rated Outstanding overall. Caring and well-led were Outstanding. Safe, effective and responsive were Good. Inspectors found kind and respectful care, enough staff, safe medicines support, personalised activities and strong leadership.
The home was still Outstanding, the same as at the previous inspection in July 2015. Inspectors did raise one issue with the provider because some staff were not clear about the emergency evacuation process.
Kind and respectful care
Inspectors saw staff treating people with warmth, patience and compassion. Privacy and dignity were respected during personal care.
“People were treated with kindness and compassion at all times.” from the report
Personalised support
People had keyworkers matched to their interests and personalities. Staff knew people's histories, preferences and care needs.
“Staff told us they took pride in knowing each person and knowing and understanding their needs.” from the report
Choice and independence
People were encouraged to make choices, remain independent and take part in decisions about their care and daily life.
“People were encouraged to be independent, express their views and make choices about the care and support they received.” from the report
Strong leadership
Inspectors found an open culture where people's views were welcomed and acted on. Staff had opportunities for training and specialist development.
“Consistent leadership at the home provided for continual improvements, which were for the benefit of people who lived at the home.” from the report
Activities and outings
People could choose from activities, entertainment and outings. Transport was adapted so that people with different physical abilities could take part.
“The home provided transport by way of a mini bus that had a tail lift to accommodate all physical abilities.” from the report
Evacuation knowledge
needs fixingMost staff could explain what to do in an emergency, but some were not clear about the evacuation process. Inspectors raised this with the provider to address.
“Whilst most staff were able to able to confidently explain the evacuation procedures, some were not so clear about the process and what it involved.” from the report
- 01What action did you take after inspectors found that some staff were unclear about emergency evacuation procedures?
- 02How do you check that all staff understand evacuation arrangements and can support people who need help to leave?
- 03How would you match the activities, outings and keyworker arrangements to my relative's interests and abilities?
- 04How are my relative's care plans, risks and medicines records reviewed and kept up to date?
- 05How would you involve my relative and our family in decisions about care, including end of life wishes if needed?
This was an unannounced inspection of the overall service and all five key questions; the ratings remained the same as at the July 2015 inspection. This explanation was written from the published report of 22 December 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 Hendra House Residential Home
2 rated inspections over 2 years: the service has held its Outstanding rating throughout.
- December 2017Outstandingcurrent ratingstayed OutstandingSafe: GoodEffective: GoodCaring: OutstandingResponsive: GoodWell-led: Outstanding
Read what inspectors found at Hendra House Residential Home →
- October 2015OutstandingSafe: GoodEffective: GoodCaring: OutstandingResponsive: GoodWell-led: Outstanding
- June 2014
Report published without a new overall rating.
- November 2013
Report published without a new overall rating.
- November 2012
Report published without a new overall rating.
- March 2012
Report published without a new overall rating.
- December 2010
Registered with the Care Quality Commission on 9 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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