CQC report explained · a residential care home
What the CQC found at Milehouse Lane
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors found that risks were identified and reviewed, medicines were safely managed, and staffing levels were sufficient. Recruitment checks, emergency plans and safeguarding arrangements were also in place.
- Effective?
- Good
- Staff understood people's rights and responsibilities under the Mental Capacity Act and Deprivation of Liberty Safeguards. People's food, drink and health needs were met, and staff received training and supervision.
- Caring?
- Good
- Inspectors saw kind, calm and respectful interactions. Staff promoted privacy and dignity, and involved people and families in care planning where possible.
- Responsive?
- Good
- Care plans were detailed, personalised and based on people's preferences and needs. People were supported to take part in activities, visit community groups and make choices about their daily lives.
- Well-led?
- Good
- The manager was described as approachable and supportive, with systems for feedback, complaints and quality checks. The manager had taken action after two night visits found staff asleep on duty.
What inspectors found, September 2017
Rated Good; inspectors found safe, kind and personalised care after improvements since the previous inspection.
The inspection was unannounced and took place on 9 and 16 August 2017. The inspector observed care, spoke with people, relatives, staff, the manager and provider representatives, and checked care, medicines, training and quality records.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. People were supported by enough staff, medicines were recorded safely, and risks to people were assessed and reviewed.
Inspectors found kind and respectful care. Staff understood people's communication methods, preferences and health needs. Care plans had become more personal, and people were supported with activities, family contact and community visits.
The home had improved since the March 2016 inspection, when there were breaches involving medicines, consent, leadership and staffing. The new manager had introduced monitoring and auditing arrangements, although the report noted two incidents where staff were found asleep during night visits and said action had been taken.
Medicines were safely managed
Inspectors checked medicines for all seven people and found accurate records, correct stock levels and no gaps or errors.
“We checked the medicine administration records [MAR] for all seven people and found that these were all up to date with no gaps or errors found.” from the report
Personalised care
Care plans included people's likes, dislikes, communication methods and preferred routines. Staff knew how to support people as individuals.
“This meant that people were provided with care and support that was individual and person centred.” from the report
Kind and respectful staff
Inspectors saw calm and caring interactions. Staff respected privacy and dignity and responded patiently to people's needs.
“Throughout our visit we saw kind and caring interaction between staff and the people who used the service.” from the report
Good oversight
The home used audits, feedback, incident reviews and monthly reporting to monitor care and identify improvements.
“Measures were in place to identify, monitor and reduce risks.” from the report
Staff found asleep during night visits
needs fixingThe manager's recent unannounced night visits found staff asleep on duty on two occasions. The report says action was taken, but families may want to check what safeguards are now in place.
“The manager had recently performed unannounced night visits at the home and as a result had taken the necessary action following two incidents where staff members were found asleep on duty.” from the report
- 01What action was taken after the two incidents when staff were found asleep on duty?
- 02How are night staffing levels and staff alertness checked now?
- 03How will you support my relative to communicate choices if they cannot communicate verbally?
- 04How are medicines checked and any medicine errors investigated?
- 05What is the current position on the new manager's application to become the registered manager?
This was an unannounced comprehensive inspection covering all five key questions and giving current ratings for Safe, Effective, Caring, Responsive and Well-led. This explanation was written from the published report of 28 September 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 Milehouse Lane
2 rated inspections over a year: the service has improved, from Requires improvement to Good.
- September 2017Goodcurrent ratingup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- July 2016Requires improvementSafe: Requires improvementEffective: Requires improvementCaring: Requires improvementResponsive: Requires improvementWell-led: Requires improvement
- May 2013
Report published without a new overall rating.
- July 2012
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 20 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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What to check when you visit
At least 100 live-in carers within about an hour of Hertfordshire
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 £1,300 a week. 82 can care for a couple. 12 years' experience on average.
“She handled the new situation in front of her with such professionalism and I felt I could trust her 100%.”
“She was v competent and confident and we felt our mum was safe in her care. She supported us through a difficult time.”
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.