CQC report explained · a residential care home
What the CQC found at Hooklands Care Home
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors found that risks were assessed and managed, staffing and recruitment were safe, medicines were handled correctly, and infection control arrangements were suitable.
- Effective?
- Good
- This question was not inspected during this visit. Its rating was carried over from the previous inspection.
- Caring?
- Good
- This question was not inspected during this visit. The report says people and relatives gave positive feedback about kindness, dignity and respect.
- Responsive?
- Good
- This question was not inspected during this visit. Its rating was carried over from the previous inspection.
- Well-led?
- Good
- Inspectors found that management systems, audits and records had improved. Staff understood people's needs and felt able to raise concerns.
What inspectors found, November 2022
Rated Good; inspectors found safe, kind care and improved management systems.
This was an unannounced focused inspection on 13 October 2022. One inspector spoke with five people, three relatives, eight staff and four health professionals. Records about care, medicines, incidents and management were also checked.
The home was rated Good for Safe and Well-led. Inspectors found that risks were assessed, medicines were managed safely, staffing was sufficient and people felt safe. Staff knew people well and treated them with kindness and respect.
The home had previously been rated Requires Improvement in May 2019 because its quality checks and records were not always effective. Inspectors found that improvements had been made and that the home was no longer in breach of Regulation 17.
People felt safe
People and relatives said they felt safe. Staff understood how to recognise and report possible abuse.
“People and their relatives told us they felt safe and could to speak to the registered manager if they had any concerns.” from the report
Risks were managed
Care plans covered health risks such as falls, choking and diabetes. Staff took action when people's needs changed and learned from incidents.
“Lessons were learnt when things go wrong, for example, when a person had a fall, the causes were investigated and action taken to reduce the risk” from the report
Kind and respectful care
People and relatives described staff as caring and thoughtful. Inspectors saw warm, friendly and respectful interactions.
“People and relatives described the staff as caring and thoughtful and said they were treated with care and kindness.” from the report
Improved management
The home had improved its audits, records and quality checks since the previous inspection. Staff knew their responsibilities and felt able to speak up.
“At this inspection enough improvement had been made and the provider was no longer in breach of regulation 17.” from the report
Safe medicines practice
Staff who administered medicines had training and supervision. Records, storage, stock checks and disposal were found to be accurate and safe.
“People's medicines were safely managed. Staff were storing, recording and administering medicines accurately.” from the report
Inspectors raised no specific concerns in this report.
- 01How will you check that my relative's care records stay accurate and up to date?
- 02How will you assess and manage my relative's specific risks, such as falls, choking, diabetes or epilepsy?
- 03How will you support a person with a learning disability or communication needs to make choices about their care?
- 04How do you use incidents, accidents and complaints to make changes to care?
- 05How will relatives be kept informed and involved in decisions about their family member's care?
This was a focused inspection of Safe and Well-led only; the other ratings were carried over from the previous inspection. This explanation was written from the published report of 8 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.
What inspectors found, May 2019
Rated Requires Improvement; inspectors found kind, safe care but repeated weaknesses in records and quality checks.
The unannounced inspection took place on 26 March 2019. Inspectors spoke with people living in the home, relatives, staff and a visiting professional. They reviewed care and medicines records, staff files, complaints, accidents and quality checks.
The home was rated Good for safe, effective, caring and responsive care. People were described as safe and well cared for. Staff were kind, respectful and knowledgeable, and there were enough staff to meet people's needs.
The home was rated Requires Improvement for being well-led. Quality checks had improved but had not reliably found missing or incomplete care plans, risk guidance, records and best-interest decisions. The home breached Regulation 17 on good governance.
This was the fourth inspection since registration where the home was rated Requires Improvement overall. The report says improvements had been made since the previous inspection, but they were not always sustained.
Safe staffing and medicines
There were enough staff, call bells were answered promptly and medicines were stored, given and checked safely.
“There were reliable arrangements for ordering, administering and disposing of medicines.” from the report
Staff training and knowledge
Staff received training relevant to their roles and demonstrated that they understood people's needs. New staff had a comprehensive induction.
“People received effective care and treatment from competent, knowledgeable and skilled staff with the relevant skills to meet people's needs.” from the report
Personalised activities and support
People had activities that matched their interests, including singing, games, outings and visits to local places. Care plans supported choice and independence.
“People were provided with opportunities to engage in a range of meaningful activities which met the needs of people.” from the report
Quality checks missed problems
seriousAudits did not consistently identify missing care plans, incomplete records, unrecorded updates after treatment or incomplete best-interest decisions. This was a breach of Regulation 17.
“These systems had not identified some of the shortfalls we found.” from the report
Risk guidance was incomplete
needs fixingSome risk assessments did not explain clearly enough how staff should identify or manage risks. Staff knew what to do, and the provider added assessments after inspectors raised the issue.
“Risk assessment's varied in completeness regarding guidance for staff on how to manage risks.” from the report
Records were not always updated
needs fixingSome care records were not completed promptly or updated after healthcare treatment. Fluid records were collected widely, but were not always totalled or analysed to guide care.
“Staff did not always complete people's care records in a timely manner.” from the report
No registered manager in post
needs fixingThe previous registered manager had left and there was no registered manager during the inspection. A new manager had been appointed and was due to start in April 2019.
“The service did not have a manager registered with the Care Quality Commission.” from the report
- 01What has changed since the inspection to make sure every person's risk assessment gives staff clear instructions?
- 02How do you now check that care plans and records are completed and updated promptly?
- 03How are best-interest decisions recorded when a person cannot make a particular decision?
- 04What action has been taken to improve the quality assurance system after the Regulation 17 breach?
- 05Is there now a registered manager, and what support is in place for the management team?
This was an unannounced inspection of the care, accommodation and management of the home, covering all five CQC questions. This explanation was written from the published report of 10 May 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.
Every inspection of Hooklands Care Home
6 rated inspections over 6 years: the service has improved, from Requires improvement to Good.
- November 2022Goodcurrent ratingup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- May 2019Requires improvementstayed Requires improvementSafe: GoodWell-led: Requires improvement
- November 2018Requires improvementstayed Requires improvementSafe: Requires improvementWell-led: Requires improvement
- April 2018Requires improvementup from InadequateSafe: Requires improvementEffective: GoodCaring: GoodResponsive: GoodWell-led: Requires improvement
- September 2017Inadequatedown from Requires improvementSafe: InadequateEffective: Requires improvementCaring: Requires improvementResponsive: Requires improvementWell-led: Inadequate
- February 2017Requires improvementSafe: InadequateEffective: Requires improvementCaring: Requires improvementResponsive: Requires improvementWell-led: Requires improvement
- March 2016
Registered with the Care Quality Commission on 7 March 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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28 live-in carers within about an hour of West Sussex
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 £1,170 a week. 23 can care for a couple. 11 years' experience on average.
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.