CQC report explained · a nursing home
What the CQC found at Moorlands Lodge Care Home
Rated Requires improvement: inspectors found the home was not performing as well as it should and told it what to change.
What inspectors found, August 2022
Rated Good; inspectors found safe, kind and personalised care, but some people criticised the food and response times.
Inspectors visited without notice on 30 June and 8 July 2022. They spoke with 26 people, four relatives and 15 staff. They also observed care and checked care, medicine, recruitment and management records.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found enough staff overall, safe medicine systems, detailed care plans and staff who treated people with kindness, dignity and respect.
People had activities suited to their interests, support to keep in touch with relatives and end of life plans. Feedback about food was mixed, and some people said they waited too long for staff, although checks showed staffing levels met people's assessed needs.
Safe medicines
Staff used a digital system to record medicines and identify errors or refused doses. Inspectors found staff had guidance for creams and medicines given when needed.
“The system also ensured that staff had all the relevant advice and guidance for topical creams and 'as and when' (PRN) medicine.” from the report
Kind and respectful care
People and relatives spoke positively about staff. Inspectors observed reassurance, eye contact and respectful communication.
“We observed staff used lots of reassurance and touching people's hand and back, asking if they were okay.” from the report
Personalised support
Care plans recorded people's life histories, choices and preferred ways of receiving care. Staff supported people to keep control of their daily lives.
“Care plans detailed life histories and how people liked to receive support in line with their choices.” from the report
Activities and relationships
Activities were adapted to people's preferences, and the home supported family contact and friendships. Inspectors saw a range of social and cultural activities.
“Activities were tailored to people's preferences.” from the report
Open management
People and staff could share views through meetings and forums. The manager used audits and meetings to identify improvements and take action.
“The registered manager completed regular quality assurance audits.” from the report
Mixed views about food
minorSome people said the food had become repetitive or worse than before. The manager had started a food forum to hear concerns and consider menu changes.
“It (food choice) is a bit boring. After three years it gets very repetitive and it's not as well prepared as it used to be.” from the report
Some delays in staff responses
minorSome people reported waiting 15 to 30 minutes for help, or sometimes longer. Inspectors checked the rotas and found enough staff to meet assessed needs, but families should ask how response times are monitored.
“They don't come quickly, it's not their fault, usually you're lucky if they come within 20 minutes.” from the report
- 01What changes were made to the menu after residents raised concerns about repetitive or poorer-quality food?
- 02How long do people usually wait for the call bell to be answered, and how do you monitor this?
- 03How do you make sure agency staff understand each person's risks, preferences and care plan?
- 04What activities would be available for my relative's interests, abilities and communication needs?
- 05How would I be kept informed if my relative had a medicine error, fall or significant change in health?
This was an unannounced inspection of all five key questions, including infection prevention and control; the report described it as the first inspection of this newly registered service and noted a previous Good rating published in March 2021. This explanation was written from the published report of 23 August 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.
Every inspection of Moorlands Lodge Care Home
3 rated inspections over 7 years: the service has held its Good rating throughout.
- August 2022Goodcurrent ratingSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- March 2021Inspected but not ratedSafe: Inspected but not rated
- June 2018Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- January 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Requires improvement
- March 2021
Registered with the Care Quality Commission on 30 March 2021.
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.