CQC report explained · a residential care home
What the CQC found at Hurst House
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- People felt safe and staff knew how to respond to safeguarding concerns. Inspectors found enough staff, thorough recruitment checks, safe medicines systems and detailed risk assessments.
- Effective?
- Good
- Staff had training and support for people's specific needs. People were supported with food, healthcare, communication, best-interest decisions and independence.
- Caring?
- Outstanding
- People were treated with exceptional kindness, dignity and respect. They were actively involved in their care and supported to express their views in creative ways.
- Responsive?
- Outstanding
- Care was highly personalised and adapted when people's needs changed. People were supported to pursue interests, build skills, access activities and maintain relationships.
- Well-led?
- Good
- The management team promoted an open, person-centred culture. Audits, reviews and feedback were used to monitor quality and make improvements.
What inspectors found, February 2020
Hurst House was rated Outstanding; inspectors found exceptionally caring, personalised support, with safety, effectiveness and leadership rated Good.
Inspectors visited unannounced on 9 and 14 January 2020. One inspector observed care, spoke with people, staff and managers, and reviewed care plans, medicines records, recruitment files, staffing information and quality records. After the visits, inspectors also spoke with relatives and professionals.
People were described as safe, well supported and treated with kindness and respect. Staff understood people's complex needs, supported their independence and used individual communication methods. Medicines were managed safely, staffing levels were sufficient, and the home was well maintained.
The strongest findings were about caring and responsiveness. People were closely involved in their care, activities and decisions about their lives. The service helped people develop skills, access the community and reduce the use of behavioural medicines.
The overall rating improved from Good at the previous inspection to Outstanding. Caring improved from Good to Outstanding, Responsive remained Outstanding, and Safe, Effective and Well-led remained Good.
Personalised support
Care plans reflected people's histories, preferences, communication needs and daily routines. Staff adapted support when people's needs changed.
“People received exceptionally personalised care and support which met their needs, reflected their preferences and promoted their wellbeing.” from the report
Promoting independence
People were supported to learn daily living skills, make choices and take part in activities, work and community life.
“People were encouraged to retain and gain independence, for example by involvement in daily living tasks where possible.” from the report
Safe staffing and medicines
Inspectors found enough staff to meet people's needs and safe systems for administering, storing and recording medicines.
“There were enough staff employed to meet people's needs at all times of the day and night.” from the report
Strong quality monitoring
The management team used audits, incident reviews, meetings and feedback to check care quality and identify improvements.
“The provider carried out regular auditing to ensure the quality of care provided was good.” from the report
Meaningful activities
Staff helped people take part in activities suited to their interests and abilities, including community activities, voluntary work and lessons.
“Staff enriched people's lives through meaningful activities that enhanced their quality of life.” from the report
Inspectors raised no specific concerns in this report.
- 01How would you assess and record my relative's communication needs, and how would all staff use their preferred communication methods?
- 02How would you support my relative to build or keep daily living skills and make their own choices?
- 03How do you decide staffing levels and match staff with each person's needs and preferences?
- 04How do you monitor and reduce the use of as-needed behavioural medicines?
- 05How are relatives and health professionals involved when a person's needs or health changes?
This was an unannounced inspection covering all five CQC questions, including the accommodation and personal care provided. 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, July 2017
Rated Good; inspectors found safe, kind and effective care, with Outstanding support that improved people's quality of life.
Inspectors visited on 24 and 31 May 2017. The first visit was unannounced. They spoke with people living in the home, staff, managers, families and health and social care professionals. They also observed care and checked care records, medicines and management records.
The home was rated Good overall. Safe, effective, caring and well-led were rated Good. Responsive care was rated Outstanding. Inspectors found that medicines were managed safely, staffing levels met people's needs, and staff understood how to protect people from harm.
People were treated with kindness and respect. Their care plans reflected their choices, communication needs and interests. Inspectors found strong examples of people becoming more independent, enjoying activities and achieving personal goals.
The home had improved since the March 2015 inspection. Earlier problems with medicines, privacy, dignity and involving people in care planning had been addressed. The home had also been refurbished to provide more usable spaces.
Personalised support
Care plans were tailored to people's communication needs, preferences and abilities. People were involved in writing and reviewing their plans.
“Each person had a care plan which was tailored to their individual preferences and abilities.” from the report
Improved quality of life
People made progress with independence, communication, emotional wellbeing and daily living skills. One person was supported to travel internationally and pursue a long-held ambition.
“The support and care which people received was responsive to their needs and supported people to realise their ambitions” from the report
Kind and respectful staff
People and families said staff were caring and respectful. Inspectors observed warm interactions and staff protecting people's privacy.
“Throughout our visit we observed that staff were warm in their approach and respectful towards people and of their wishes.” from the report
Safe medicines practice
The problems found at the previous inspection had been addressed. Records were complete, medicines were stored securely and staff had their competence checked.
“The records were clear and up to date and had no gaps, showing all medicine had been administered and signed for.” from the report
Strong involvement in choices
People chose meals, activities, routines and aspects of their living space. The home used different communication methods to help people make decisions.
“People were at the forefront of decision making around their care and support and were empowered to reach their full potential.” from the report
Medicine room temperature
minorThe home was using cooling fans while an external vent was being installed to keep the medicine room at the correct temperature. Families may want to check that this work was completed.
“The provider was in the process of installing an external vent into the room as they were currently using cooling fans to maintain the correct temperature for storing medicines.” from the report
Reviewing activities
minorThe activity co-ordinator was still developing how the home evaluated whether activities were effective for people. Ask how this evaluation now takes place.
“The activity co-ordinator was developing how they evaluated the effectiveness of the activities people took part in.” from the report
- 01Has the external vent for the medicine room been installed, and how are medicine storage temperatures checked now?
- 02How are people's care plans and risk assessments reviewed when their needs or wishes change?
- 03How do you measure whether activities are improving each person's wellbeing, confidence or independence?
- 04How will you involve my relative in choosing their daily routine, meals, activities and personal care?
- 05What staffing levels and staff training would be in place for my relative's specific needs?
This was an inspection of the home's overall quality and all five CQC questions, including observations, records, medicines, staffing, care planning and management systems. This explanation was written from the published report of 11 July 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 Hurst House
3 rated inspections over 5 years: the service has improved, from Requires improvement to Outstanding.
- February 2020Outstandingcurrent ratingup from GoodSafe: GoodEffective: GoodCaring: OutstandingResponsive: OutstandingWell-led: Good
- July 2017Goodup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: OutstandingWell-led: Good
- May 2015Requires improvementSafe: Requires improvementEffective: GoodCaring: Requires improvementResponsive: GoodWell-led: Good
- November 2013
Report published without a new overall rating.
- January 2013
Report published without a new overall rating.
- November 2011
Report published without a new overall rating.
- December 2010
Registered with the Care Quality Commission on 8 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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44 live-in carers within about an hour of Swindon
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 £990 to £1,280 a week. 34 can care for a couple. 12 years' experience on average.
“Linet became her carer and all changed, my daughter started eating, taking her medications and more important her happiness came back.”
“She was very caring, kind and patient to all his needs, she built up a wondetful rapport with him, she was dedicated and was there for him through good times as well as through the tough times”
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.