CQC report explained · a residential care home
What the CQC found at Milner House
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors found that risks to people's health and the environment were assessed and managed. Medicines, staffing, recruitment, safeguarding and infection control were also found to be safe.
- Effective?
- Good
- People's needs were assessed before stays, and staff received training for specific health conditions. People were supported with food, healthcare, healthier lifestyles and decisions about their care.
- Caring?
- Good
- Staff treated people with kindness, compassion, dignity and respect. People were involved in decisions and encouraged to develop their independence.
- Responsive?
- Good
- Care plans reflected people's preferences, communication needs and goals. Staff supported hobbies, relationships, community activities and complaints.
- Well-led?
- Good
- Inspectors found approachable management, an open culture and regular checks on care quality and safety. People, relatives and staff were encouraged to share their views.
What inspectors found, February 2020
Rated Good; inspectors found safe, kind and person-centred respite care, with all five areas rated Good.
The inspection visit took place on 05 February 2020. One inspector observed staff supporting one person, spoke with staff and the manager, checked care and medicine records, and gathered feedback from relatives and a healthcare professional.
The home was rated Good overall and in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found safe medicine systems, enough staff, suitable training, clean surroundings and care that promoted choice, independence and inclusion.
Milner House provides planned or emergency respite care for up to three people. The last inspection also rated the service Good, published on 01 September 2017.
Safe medicines and staffing
Medicines were administered and recorded safely. Inspectors also found enough staff and appropriate recruitment checks.
“Medicines were managed safely. Effective systems were in place to ensure people received their medicines as prescribed.” from the report
Clean environment
The home was clean and suitable for respite stays. Bedrooms were deep cleaned between people using the service.
“The home was clean, tidy and odour free.” from the report
Kind and respectful care
Feedback described staff as caring. Staff got to know people as individuals and respected their backgrounds, beliefs and choices.
“Staff treated people with kindness and compassion, and we received positive feedback about the caring nature of staff.” from the report
Good oversight
The provider used regular checks and audits to monitor safety and the quality of care. People, relatives and staff could raise concerns.
“Systems and processes regularly checked the quality of the service provided.” from the report
Inspectors raised no specific concerns in this report.
- 01How will you assess whether the home is suitable for my relative before agreeing a respite stay?
- 02How will you support my relative's specific health conditions, communication needs and medicines?
- 03How will you keep my relative's usual routines, hobbies and relationships going during the stay?
- 04How many people will usually stay at the same time, and how will you match staff and residents?
- 05How can my relative or our family raise a concern or complaint in a format they can understand?
This was a planned inspection covering all five CQC questions, with one person observed and one person's care and medicine records reviewed. 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, September 2017
Milner House was rated Good; inspectors found safe, kind and personalised care, with previous medicine errors addressed through a new process.
This was a comprehensive, unannounced inspection on 11 July 2017. The inspector reviewed care plans, daily records, medicines records, complaints and quality checks. They also spoke with people using the service, relatives, staff and a healthcare professional.
The home provides short respite stays for up to three people and community respite support in people's own homes. Inspectors found people were safe, treated with kindness and supported by trained staff. Care was adapted to people's needs, choices, communication and interests.
All five areas were rated Good: Safe, Effective, Caring, Responsive and Well-led. This was the same overall rating as at the previous inspection. The report says the service remained Good.
Kind and respectful staff
People and relatives described staff as caring. Inspectors saw staff listen to people, support communication and treat them with dignity.
“Staff were compassionate and supported people according to their individual needs.” from the report
Personalised support
Care plans included people's preferences, history, communication needs and ways to promote independence. People helped decide how they were supported.
“Care plans were personalised, easy to understand and included details of how staff could encourage people to maintain their independence and where possible, make their own choices.” from the report
Meaningful activities
People chose activities such as shopping, cinema visits, drawing and community events. Staff supported people to take part in ways suited to them.
“People were encouraged to engage in activities that were meaningful to them.” from the report
Supportive leadership
Staff said they could raise concerns and suggest improvements. The home used audits, surveys and outside checks to monitor care.
“There was an open culture at the service where staff felt well supported, able to raise any concerns and put forward suggestions for improvements.” from the report
Previous medicine errors
needs fixingThe report says nine medicine errors occurred in the previous 12 months. The home introduced a new process, including senior staff being on duty when medicines came from families, and there had been no further errors by the inspection.
“The registered manager told us nine medicine errors had occurred place in the previous 12 months.” from the report
- 01What was the new medicine process introduced after the nine medicine errors, and how is it checked now?
- 02How will you update my relative's care plan before each respite visit if there is a change in their needs?
- 03How will you support my relative's preferred way of communicating and making choices?
- 04What activities and community visits could be offered during my relative's stay?
- 05How can my family give feedback or raise a complaint, and how will we be told what action was taken?
This was a comprehensive inspection covering Safe, Effective, Caring, Responsive and Well-led, using records, observations and conversations with people, relatives, staff and a healthcare professional. This explanation was written from the published report of 1 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 Milner House
3 rated inspections over 5 years: the service has held its Good rating throughout.
- February 2020Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- September 2017Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- June 2015GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- November 2013
Report published without a new overall rating.
- February 2013
Report published without a new overall rating.
- September 2011
Report published without a new overall rating.
- June 2011
Registered with the Care Quality Commission on 28 June 2011.
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
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What to check when you visit
At least 100 live-in carers within about an hour of Warwickshire
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 £950 to £1,260 a week. 77 can care for a couple. 11 years' experience on average.
“If you bump into her in the night on her way to the bathroom she will still inquire how you are and if everything is alright.”
“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.