CQC report explained · a residential care home
What the CQC found at Malvern House
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors found that risks were assessed, staff understood safeguarding, medicines records were complete and there were enough staff to meet people's needs. The home was clean and infection control arrangements were in place.
- Effective?
- Good
- People's health needs were monitored and they were supported to access health services, eat well and make choices. Staff had relevant training and the requirements about consent and restrictions on liberty were followed.
- Caring?
- Good
- Staff were observed treating people with patience, kindness and respect. People were encouraged to make choices and develop their independence.
- Responsive?
- Good
- Care plans reflected people's personalities, preferences and interests, with a range of individual activities. Complaints were handled promptly, but end-of-life wishes had not yet been fully explored with everyone.
- Well-led?
- Good
- Inspectors found an open culture, clear governance and regular quality checks. This area improved from Requires Improvement at the previous inspection because staff supervisions were now organised and completed.
What inspectors found, March 2019
Malvern House is rated Good overall; inspectors found safe, kind and personalised care, with well-led practice improved since the last inspection.
This was an unannounced inspection on 18 January 2019. One inspector observed care, spoke with people, a relative, staff and health professionals, and reviewed care plans, risk assessments, medicines records, staff files, complaints and quality checks.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found enough staff, well-managed medicines, suitable training, kind interactions and care that reflected people's individual needs and interests.
The home had improved its staff supervision records since the previous inspection. Inspectors found no evidence of serious risks or concerns, but people's end-of-life wishes had not yet been fully explored and some building repairs had been identified.
Safe medicines practice
Medicines were administered by trained staff and records were up to date. The home also used individual guidance to explain how people preferred to take their medicines.
“The medicines administration records (MAR) were up to date with no gaps.” from the report
Kind and respectful care
Inspectors saw calm, patient and caring interactions. People were supported to communicate, make choices and do more for themselves.
“During the inspection we observed that people were treated well and with kindness by all the staff.” from the report
Personalised activities
Activities were based on each person's interests, such as horse-riding, gardening, walking groups and trips into the community.
“There was a weekly planner on the wall, with the activities that each person would attend and which were personal to them.” from the report
Improved management
The home had regular staff supervision, meetings and quality audits. Inspectors said the previous weakness in recording staff supervisions had been addressed.
“At this inspection we found the evidence continued to support the rating of good and staff supervisions were well organised and completed.” from the report
End-of-life wishes
needs fixingThe home had not yet fully discussed end-of-life wishes with each person. It planned to explore this at future reviews with families and professionals.
“People's wishes for end of life had not yet been fully explored with each person.” from the report
Repairs identified
minorA yearly health and safety review found that the front door and some window frames and locks needed repair or replacement. The report says this work had been planned.
“It was identified that the front door needed replacing and some window frames and locks need repair or replacing.” from the report
- 01Have the front door, window frames and locks identified in the health and safety review now been repaired or replaced?
- 02How will you explore and record my relative's end-of-life wishes in a way they can understand?
- 03How do you make sure staff receive regular supervision and that it is recorded?
- 04How would you support my relative if they became anxious or their behaviour created a risk?
- 05What individual activities and community opportunities would be available for my relative?
This was an unannounced inspection covering all five areas, with a shorter report because the overall rating had not changed. This explanation was written from the published report of 9 March 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 Malvern House
2 rated inspections over 3 years: the service has held its Good rating throughout.
- March 2019Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- August 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Requires improvement
- February 2014
Report published without a new overall rating.
- October 2013
Report published without a new overall rating.
- May 2013
Report published without a new overall rating.
- November 2010
Registered with the Care Quality Commission on 19 November 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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77 live-in carers within about an hour of Surrey
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 £1,250 a week. 66 can care for a couple. 11 years' experience on average.
“Without his support we wouldn't have been able to navigate bringing and keeping Dad at home.”
“Not only has she looked after him beautifully, she has also been great company for him with lively conversation, kindness and humour.”
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.