CQC report explained · a residential care home
What the CQC found at Nevilles Court
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Medicines records were completed correctly and medicines in stock matched the records. Risks, infection control, safeguarding, staffing and accident reviews were also found to be well managed.
- Effective?
- Good
- Staff had completed mandatory training and received supervision. Staff supported people's health, nutrition, choices and rights, and worked with outside health professionals.
- Caring?
- Good
- This key question was not assessed during this focused inspection. The report did describe person-centred care and staff who knew people well.
- Responsive?
- Good
- This key question was not assessed during this focused inspection. The report noted that care plans reflected people's wishes and that one person had been supported to furnish and decorate their flat.
- Well-led?
- Good
- Quality checks had improved and managers identified and acted on possible improvements. Staff and relatives described supportive communication and a better culture.
What inspectors found, August 2021
Rated Good; inspectors found safer medicines management, effective support and improved leadership.
The inspection took place on 8 July 2021. One inspector spoke with one person, managers, staff and two visiting relatives. The inspector also checked care plans, medicine records, staff files and quality records.
The home was rated Good for Safe, Effective and Well-led. Inspectors found that medicine records were now accurate, risks were managed, infection control was followed and there were enough staff. Staff knew people well and supported their health, choices and rights.
This was a focused inspection. It checked whether earlier problems with safe care and treatment, staff training and management had been fixed. The overall rating improved from Requires Improvement to Good, although the Caring and Responsive areas were not assessed during this visit.
Medicines were safer
The earlier problems with medicine records had been addressed. Records were completed correctly and stock matched what was recorded.
“Medicine administration records had improved and were now completed correctly.” from the report
Person-centred care
Care plans reflected people's needs and wishes. Staff knew the people they supported well.
“Care plans we viewed were person centred and we saw people's wishes were promoted.” from the report
Good infection control
The home was clean, had enough protective equipment and staff and visitors followed handwashing and protective equipment procedures.
“We observed staff and visitors using PPE and handwashing effectively.” from the report
Improved leadership
Quality monitoring and oversight had improved. Staff said they felt supported and the culture had improved significantly.
“Quality monitoring systems had improved and there was better oversight of the service.” from the report
Consistent staff team
The home had enough staff, and a consistent team helped people build positive relationships.
“Staffing was provided by a consistent staff team meaning people built positive therapeutic relationships with the staff team.” from the report
Inspectors raised no specific concerns in this report.
- 01How do you check that medicine records remain accurate and that medicines in stock match the records?
- 02What training and supervision will staff supporting my relative receive, and how often will this be reviewed?
- 03What improvements to the communal areas are still outstanding, and when are they expected to be completed?
- 04How will you involve my relative and our family in care planning and decisions about their choices and rights?
- 05How do your quality checks identify and act on any new problems?
This was a focused inspection of Safe, Effective and Well-led; Caring and Responsive were not inspected and their previous ratings were carried forward. This explanation was written from the published report of 25 August 2021 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, October 2019
Requires Improvement; inspectors found kind, person-centred care but unsafe medicines management and weak oversight led to two breaches.
This was an unannounced comprehensive inspection on 21 and 23 August 2019. One inspector and a pharmacy inspector spoke with relatives, one person and four staff. They reviewed care records, medicine records, complaints, training records and other records.
The home provided personalised care for three adults with neurological, learning and physical disabilities. Inspectors found kind and respectful care, good involvement of relatives, support for independence, and access to healthcare and community activities.
However, medicines were not always managed safely. Some staff training had expired, supervisions had not taken place, records were incomplete, and managers did not have a clear enough overview of the home. The overall rating was Requires Improvement, with the home in breach of two regulations.
Kind and respectful staff
Relatives praised the care team. Inspectors found that staff spoke politely and supported people with dignity and respect.
“Staff spoke with people politely, in an encouraging and supportive manner.” from the report
Choice and independence
People were supported to make choices, develop skills and take part in everyday tasks. Their flats were personalised to their individual tastes.
“People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.” from the report
Personalised care
Care plans included professional advice and staff understood people's preferences and interests. Relatives were regularly consulted about care.
“Staff were knowledgeable about people and had a good understanding of their preferences and interests.” from the report
Medicines records and instructions
seriousMedicine records were not completed correctly. Instructions for creams and medicines prescribed when required were sometimes incomplete or missing, so inspectors could not be sure medicines were given as prescribed.
“Medicines were not always managed safely. Records had not been completed correctly.” from the report
Expired staff training
needs fixingFirst aid and manual handling training had expired. The home could not provide all records for PEG training or confirm that competency reviews had taken place.
“First aid training and manual handling training had expired.” from the report
Weak management oversight
needs fixingThe registered manager did not have a clear enough overview of the home. Staff were unclear about their roles, and problems were not resolved quickly.
“The registered manager did not have an oversight of the running of the service.” from the report
Incomplete feedback systems
minorPeople were not always formally asked for feedback, and relatives could not recall being asked. Relatives also said they had not met the registered manager.
“People were not always formally asked for feedback about the service.” from the report
- 01What has been done to make sure medicine records, fridge temperature checks and instructions for creams and as-required medicines are complete and safe?
- 02Which staff have current first aid, manual handling and PEG training, and how are their competencies checked?
- 03How often are staff supervisions now completed, and how does management check that they are up to date?
- 04Who is responsible for checking the home each day, and how are problems passed to and followed up by the management team?
- 05How will people and relatives be formally asked for feedback, and who will respond to their concerns?
This was an unannounced comprehensive inspection covering the home, care and all five CQC questions, including care records, medicines, complaints, training and other management records. This explanation was written from the published report of 15 October 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 Nevilles Court
6 rated inspections over 6 years: the service has improved, from Requires improvement to Good.
- August 2021Goodcurrent ratingup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- October 2019Requires improvementstayed Requires improvementSafe: Requires improvementEffective: Requires improvementWell-led: Requires improvement
- December 2018Requires improvementdown from GoodSafe: GoodEffective: Requires improvementCaring: GoodResponsive: GoodWell-led: Requires improvement
- February 2017Goodstayed GoodSafe: GoodEffective: GoodWell-led: Requires improvement
- August 2016Goodup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Requires improvement
- February 2015Requires improvementSafe: Requires improvementEffective: Requires improvementCaring: GoodResponsive: Requires improvementWell-led: Requires improvement
- June 2013
Report published without a new overall rating.
- May 2012
Report published without a new overall rating.
- February 2011
Registered with the Care Quality Commission on 2 February 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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47 live-in carers within about an hour of County Durham
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 £960 to £1,210 a week. 42 can care for a couple. 10 years' experience on average.
“Petty introduced herself to Mum every time she was caring for her and responded very quickly to Mum if she was distressed in the night.”
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.