CQC report explained · a residential care home
What the CQC found at New Milton House
Rated Good: inspectors found the home performing well and meeting their expectations.
What inspectors found, July 2023
New Milton House was rated Good; inspectors found safe, caring support and strong management, with a few records and hygiene issues to improve.
Inspectors visited the home without notice on 7 and 13 June 2023. They spoke with people living there, relatives and staff, and reviewed care plans, medicine records, recruitment files, training records and quality checks.
The home was rated Good overall. Safe and Well-led were both rated Good. Inspectors found people were protected from abuse, medicines were managed safely, staffing levels met people's needs and the home was clean and well managed.
The inspection also found some smaller shortfalls. Four people still needed personal emergency evacuation plans, heatwave checks were not always recorded, one person's PRN medicine guidance was missing for two medicines, and hygiene products had been left in communal bathrooms.
Kind, individual care
People and relatives described a friendly atmosphere. Care plans were person-centred and people and their relatives were involved in decisions about care.
“The quality of care is paramount in their minds.” from the report
Safe staffing
Inspectors found enough staff across shifts, including weekends. Staffing was adjusted according to occupancy and people's needs.
“There were sufficient staff deployed to meet people's needs.” from the report
Medicine systems
Medicines were stored securely, charts were complete and up to date, and staff had training and competency checks.
“People's medicine administration charts were complete and up to date.” from the report
Open management
People, relatives and staff said managers were approachable. The home used meetings, surveys and audits to identify and make improvements.
“There was a system of audits in place and an ongoing plan to develop and improve the service.” from the report
Emergency evacuation plans
needs fixingFour people needed personal emergency evacuation plans. The manager had recognised this and was dealing with it, but the plans were not yet in place when inspectors checked.
“We identified 4 people who required a PEEP however, the registered manager already had this in hand.” from the report
Heatwave checks
needs fixingThe home followed heatwave safety recommendations, but it did not record checks for people cared for in their rooms. Managers said they would review the procedure.
“However, they did not have a system in place to record when checks had been carried out for people who were cared for in their rooms.” from the report
PRN medicine guidance
needs fixingOne person did not have guidance for when two medicines should be given as needed. The manager addressed this during the inspection.
“We noted one person did not have a PRN protocol in place for 2 of their medicines and raised this with the registered manager who addressed this.” from the report
Bathroom hygiene
needs fixingSome personal hygiene products were left in communal bathrooms. Inspectors said this increased the risk of cross-contamination, and the manager said bathroom checks would be added to staff duties.
“We noted some personal hygiene products had been left in the communal bathrooms which increased a risk of cross contamination.” from the report
- 01Have all four people who needed personal emergency evacuation plans now received them, and when were the plans completed?
- 02How are heatwave checks recorded for people who are cared for in their rooms?
- 03How do you check that every PRN medicine has clear instructions for when it should be given?
- 04What new bathroom checks are now carried out to prevent personal hygiene products being left in communal bathrooms?
- 05What were the current ratings for Effective, Caring and Responsive, as these questions were not assessed in this inspection?
This was a focused inspection of Safe and Well-led, including infection prevention and control; the other three key questions were not assessed during this visit. This explanation was written from the published report of 14 July 2023 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, January 2019
Quaker House was rated Good; inspectors found significant improvements, with some records still needing better completion.
This was an unannounced inspection over three days in November 2018. The inspector spoke with people living in the home, relatives, staff and healthcare professionals. They reviewed care records, medicines, recruitment, training, accidents and the systems used to check quality.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found that medicines, risk assessments, staffing, food, care planning and activities had improved. People were treated with kindness, dignity and respect.
Some work was still needed. Food and fluid charts, medicine records and cream charts were not always completed correctly. Not all staff had received formal supervision, and the emergency contingency plan was still being updated.
Medicines improved
Medicines were securely stored, ordered and checked. Staff were trained and observed before giving medicines without supervision.
“Medicines management had improved and people received their medicines as prescribed from staff who had been trained and were competent to do so.” from the report
Safe staffing
Inspectors found enough staff on shifts to meet people's needs. Call bells and requests for help were answered promptly.
“There were sufficient staff deployed to meet people's needs and keep them safe.” from the report
Kind and respectful care
Staff listened to people, respected their wishes and supported their dignity and independence.
“Staff were kind and caring and treated people with dignity and respect.” from the report
Activities and care planning
People had a varied programme of activities and were involved in planning their support. Care plans reflected individual needs and preferences.
“There was a wide range of daily activities available for people to take part in which met their preferences, interests and hobbies.” from the report
Supportive management
Staff described the management as approachable and supportive. There were meetings, surveys and audits to help improve the home.
“There was an open and supportive culture within the home.” from the report
Incomplete records
needs fixingSome food and fluid charts were not completed after people received food and drink. Some medicine and cream records were also missing signatures or details.
“Food and fluid charts were not always completed when people had received food and drink.” from the report
Emergency planning
minorThe emergency contingency plan was still being updated at the time of the inspection.
“The registered manager was in the process of updating their emergency contingency plan.” from the report
Accessible information
minorThe home was still working towards meeting the Accessible Information Standard. Staff used gestures, pictures and photographs where needed.
“The provider was working towards meeting the requirements of The Accessible Information Standard.” from the report
- 01How do you check that food and fluid charts are completed for every person who needs monitoring?
- 02How are medicine record changes authorised and checked, and how do you make sure cream charts are signed?
- 03How often will staff receive formal supervision, and what happens if a session is missed?
- 04Has the emergency contingency plan now been updated and tested?
- 05How will you provide information in accessible formats for someone who has communication or sensory needs?
This was an unannounced inspection covering all five CQC questions and checking improvements after the October 2017 inspection, when the home was rated Requires Improvement with five breaches. This explanation was written from the published report of 26 January 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 New Milton House
4 rated inspections over 7 years: the service has improved, from Requires improvement to Good.
- July 2023Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- January 2019Goodup from Requires improvementSafe: GoodWell-led: Good
- December 2017Requires improvementstayed Requires improvementSafe: Requires improvementEffective: Requires improvementCaring: GoodResponsive: Requires improvementWell-led: Requires improvement
- December 2016Requires improvementSafe: Requires improvementEffective: Requires improvementCaring: GoodResponsive: GoodWell-led: Requires improvement
- September 2013
Report published without a new overall rating.
- October 2012
Report published without a new overall rating.
- January 2012
Report published without a new overall rating.
- January 2011
Registered with the Care Quality Commission on 10 January 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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