CQC report explained · a residential care home
What the CQC found at Neptune House
Rated Requires improvement: inspectors found the home was not performing as well as it should and told it what to change.
What inspectors found, September 2018
Rated Good; inspectors found safe, kind and personalised care, with all five areas rated Good.
This was an unannounced inspection on 8 August 2018. One inspector and an expert by experience observed care, spoke with six people and staff, and checked care plans, medicines, recruitment, training and quality records.
The inspectors found that people felt safe and were treated with kindness and respect. Staff knew people well, supported their health, encouraged independence and offered a wide range of activities. Medicines, staffing, safeguarding and risk management were found to be managed safely.
The home was also found to be well run. People and relatives were asked for their views, staff felt able to raise concerns, and the manager used audits and feedback to make improvements. The overall rating stayed Good, as did each of the five areas inspected.
Kind relationships
Staff knew people well and were observed treating them with warmth, compassion and respect.
“During the course of the inspection we saw that staff interacted with the people they supported with warmth and respect.” from the report
Personalised support
Care plans were written with people and used pictures and photos to record their preferences, strengths and support needs.
“The care plans were written with people and they used pictures to interpret what they wanted, to show people's individuality and character.” from the report
Activities and independence
People were supported to take part in activities, use community facilities and work towards personal goals.
“People were supported in promoting their independence.” from the report
Safe care
Inspectors found that risks, medicines, staffing, recruitment and emergency arrangements were managed safely.
“Systems were in place that showed people's medicines were managed consistently and safely by staff.” from the report
Health support
People’s physical and mental health was monitored, and staff supported them to attend appointments and receive treatment.
“People's health and wellbeing was consistently monitored and reviewed in partnership with external health services.” from the report
Open leadership
People, relatives and staff could give feedback, raise concerns and contribute to improvements.
“The provider and the registered manager consistently monitored the quality of the service and made changes to improve the service, taking account of people's needs and views.” from the report
Inspectors raised no specific concerns in this report.
- 01How would you match the home’s support to my relative’s specific learning disability, autism, health needs and communication style?
- 02What activities and community outings would my relative be able to choose from?
- 03How would you support my relative to build or keep their independence, including with meals and daily tasks?
- 04How are medicines, individual risks and emergency evacuation needs reviewed for each person?
- 05How would my relative and our family be involved in writing and reviewing their care plan?
This was an unannounced inspection covering the overall service and all five CQC questions; the report was written in a shorter format because the overall rating had not changed since January 2016. This explanation was written from the published report of 14 September 2018 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 Neptune House
2 rated inspections over 2 years: the service has held its Good rating throughout.
- September 2018Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- March 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- August 2013
Report published without a new overall rating.
- April 2013
Report published without a new overall rating.
- December 2011
Report published without a new overall rating.
- September 2011
Registered with the Care Quality Commission on 26 September 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.
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39 live-in carers within about an hour of Kent
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 £1,260 a week. 33 can care for a couple. 12 years' experience on average.
“Always on time and with a lovely smile for my mum. Theresa is kind and sensitive to my mum's needs.”
“Irene was a very kind and empathetic carer who knew just the right words to say to put a smile on my face.”
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.