CQC report explained · a residential care home
What the CQC found at Hermitage Way - Telford
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People said they felt safe. Inspectors found that risks were assessed, staff understood how to reduce harm, there were enough staff, and medicines were managed safely.
- Effective?
- Good
- People's physical, mental health and social needs were assessed. Staff were trained and supported, people had access to healthcare, and people were involved in decisions about their care.
- Caring?
- Good
- People described staff as kind, friendly and helpful. Inspectors saw relaxed relationships and found that people were involved in decisions, treated with dignity and supported to develop independence.
- Responsive?
- Good
- Care plans reflected people's needs, preferences and goals and were reviewed when things changed. People were supported with communication, relationships, activities and complaints.
- Well-led?
- Good
- The registered manager and provider had systems to monitor quality and make improvements. People, relatives and staff described the management team as accessible, supportive and approachable.
What inspectors found, February 2020
Hermitage Way - Telford was rated Good; inspectors found safe, kind and personalised care across all five areas.
This was a planned inspection on 4 February 2020. One inspector visited the home, spoke with three people and three staff, and reviewed care records, medicines records, recruitment checks, incident records and quality checks.
The inspectors found that people were safe, supported by trained staff and involved in decisions about their care. People had access to healthcare, suitable food, activities and support to build independence. Staff were described as kind, friendly and respectful.
The home had systems to manage risks, medicines, complaints and improvements. The overall rating was Good, as were the ratings for Safe, Effective, Caring, Responsive and Well-led. The previous inspection, published in October 2017, also rated the home Good.
Safe support
Inspectors found enough staff were available, risks were assessed and staff knew how to support people safely. People were also supported to take responsibility for their own medicines where appropriate.
“People were supported by enough staff who were available to safely support them.” from the report
Kind relationships
People spoke positively about staff, and inspectors saw relaxed and friendly interactions. People were treated with dignity and respect.
“Throughout this inspection we saw people and staff members interacted in a relaxed and friendly way.” from the report
Personalised care
People helped develop and review their care plans. Plans included personal goals and focused on what people wanted to achieve.
“The plans included small achievable goals for people and focused on them as individuals, their needs and their desires for the future.” from the report
Building independence
People were supported to gain skills such as cooking and managing money. They were also involved in activities, education, employment and community life.
“One person told us they were working on skills, like cooking and money management, to develop their potential of living independently.” from the report
Future end-of-life planning
minorNo one was receiving end-of-life care during the inspection. The management team was still developing the care planning process to help people record what mattered to them about future care and preferences after death.
“However, the management team were developing the care and support planning process to encouraged people to identify the things which mattered to them including spirituality and religion.” from the report
- 01How will you support my relative to take as much responsibility for their medicines as is safe and suitable?
- 02How will you review my relative's care plan when their health, needs or preferences change?
- 03What activities, education, employment or community opportunities would be available for my relative?
- 04How would you support my relative to communicate their choices and request help?
- 05How are people's wishes about future care, spirituality, religion and preferences after death recorded?
This was an announced, planned inspection covering all five CQC questions, including the care provided and the care home's premises. This explanation was written from the published report of 26 February 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.
What inspectors found, October 2017
Hermitage Way - Telford was rated Good; inspectors found safe, kind and highly personalised support that promoted independence.
This was an announced inspection on 19 July 2017. One inspector reviewed information held by the CQC, spoke with six of the seven people living there, three relatives and staff, and checked care plans, medicines, complaints and recruitment records.
The home provided care and accommodation for up to seven people with a learning disability. Inspectors found enough skilled staff, safe recruitment, suitable medicines arrangements and good safeguarding knowledge. People were supported to take managed risks, spend time alone and build independence.
All five areas were rated Good: safe, effective, caring, responsive and well-led. People were involved in decisions about their support, meals, activities and the running of the home. The report says the service remained Good after the previous inspection on 25 May 2017.
Promoting independence
People were supported to take sensible risks and develop skills for more independent living. This included spending time at home alone and travelling in the community.
“Staff created an enabling culture for people that gave them the confidence that they could have positive experiences and remain as safe as possible.” from the report
Kind and respectful staff
Inspectors saw caring relationships based on kindness, respect and trust. People were involved in decisions about their lives and their privacy and dignity were promoted.
“We saw staff support people with kindness and compassion.” from the report
Personalised support
People's support was planned around their individual needs, wishes and goals. They led their own reviews and could change plans when they wanted.
“People were fully involved and directed how they lived their lives.” from the report
Activities and community links
People were supported to pursue hobbies, employment, education, friendships, holidays and activities in the local community.
“We found that people had access to an excellent range of social activities both within the home and outside of the home.” from the report
People's involvement
People helped run the home, including decisions about routines, menus, activities and the environment. Their views were listened to and acted on.
“People took a lead role in the running of the home.” from the report
Inspectors raised no specific concerns in this report.
- 01How would you assess and review my relative's risks while still supporting their independence?
- 02What level of help would my relative receive with storing, recording and taking their medicines?
- 03What training and competency checks would staff have for my relative's specific health and support needs?
- 04How would my relative help plan and review their support, activities and personal goals?
- 05How can my relative or family raise a complaint, and how would the home show what action was taken?
This was an announced inspection of the overall service and all five CQC questions, involving discussions with people, relatives and staff and reviews of care, medicines, complaints and recruitment records. This explanation was written from the published report of 10 October 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 Hermitage Way - Telford
3 rated inspections over 5 years: the service has held its Good rating throughout.
- February 2020Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- October 2017Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- August 2015GoodSafe: OutstandingEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- September 2013
Report published without a new overall rating.
- August 2013
Registered with the Care Quality Commission on 15 August 2013.
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
Fees, photos and reviews from families
How to read CQC ratings and reports
What to check when you visit
At least 100 live-in carers within about an hour of Telford and Wrekin
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 £1,200 a week. 88 can care for a couple. 10 years' experience on average.
“Knowing Mum was in Corina's care made an enormous difference to us and we knew she was in safe hands.”
“I have never met a person who is so kind and thinks about others before himself to such an extent as Chris Malagala.”
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.