CQC report explained · a residential care home
What the CQC found at Northwick Grange
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors were assured about infection prevention and control, including PPE, testing, cleaning, admissions and managing possible outbreaks.
- Effective?
- Good
- This area was not assessed in this targeted inspection.
- Caring?
- Good
- This area was not assessed in this targeted inspection.
- Responsive?
- Good
- This area was not assessed in this targeted inspection.
- Well-led?
- Good
- This area was not assessed in this targeted inspection.
What inspectors found, February 2021
Inspected but not rated; inspectors found strong infection-control arrangements, including PPE, cleaning and ways for families to stay in touch.
This was an announced, targeted inspection on 21 January 2021. It followed concerns about infection prevention and control. Inspectors looked specifically at the measures in place to prevent and manage infections.
Inspectors were assured that the home was using PPE safely, following shielding and social distancing rules, supporting testing and keeping the building clean. Staff had received infection-control training, and PPE stations were available throughout the building.
The inspection also found ways to support people's wellbeing and family contact during the pandemic. Families could view care records in real time, message staff and use video calls.
PPE and staff training
Staff had infection-control and PPE training. Inspectors observed staff using PPE in line with government guidance.
“All staff were observed wearing PPE in line with current government guidelines.” from the report
Clean environment
The home was visibly clean, and cleaning schedules showed that staff followed the required routines.
“The home was visibly clean and regular cleaning schedules showed cleaning routines were strictly followed by staff.” from the report
Family access to records
Digital records allowed families to see information in real time and communicate with staff through messages.
“The home used a digital record keeping software which enabled families to see records in real time and communicate directly with the staff through a messaging facility.” from the report
Video calls
Technology was provided to help people keep in contact with family and friends.
“To promote peoples wellbeing, the provider purchased technology to enable video calls between people and their family and friends.” from the report
Inspectors raised no specific concerns in this report.
- 01How do you make sure all staff remain trained in infection prevention, PPE and putting it on and taking it off safely?
- 02How often are cleaning routines checked, and can families see how these checks are recorded?
- 03How are residents and staff tested for infections now?
- 04How would you manage an infection outbreak, and how would families be told?
- 05Can families still see care records in real time and use video calls with residents?
This was a targeted inspection of infection prevention and control only; the service was inspected but not rated and the other areas were not assessed in this report. This explanation was written from the published report of 13 February 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, August 2019
Rated Good; inspectors found safe, kind and personalised care, with responsive care improved since the previous inspection.
This was an unannounced inspection on 23 July 2019. One inspector spoke with people living at the home, relatives, staff and health professionals. They also reviewed care plans, medicines records, staff files, training, rotas and quality checks.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found enough staff, safe medicines support, suitable training and good links with health professionals. People were treated with kindness, dignity and respect.
The Responsive rating improved from Requires Improvement at the previous inspection to Good. The home had introduced a new electronic care planning system, and inspectors found that care plans reflected people's preferences and changing needs.
Safe care and medicines
Risks were assessed and reviewed, staff understood how to reduce harm, and medicines records were checked. Inspectors found systems to learn from accidents and incidents.
“People were supported to have their medicines safely and checks were undertaken to ensure these were administered as prescribed.” from the report
Kind and respectful staff
People described staff as kind and caring. Staff knew people's needs and preferences and supported dignity, privacy and independence.
“Staff were attentive to people's needs and requests and showed concern for their wellbeing.” from the report
Personalised care planning
The home had introduced an electronic care planning tool. Care plans included people's life histories, preferences, routines and relationships, and were reviewed as needs changed.
“The provider had introduced a new electronic care planning tool since our last inspection which reflected care that mattered to people, including their life histories and preferences.” from the report
Good management and improvement
People and relatives found the management approachable. The home used audits, meetings and surveys to identify improvements, and the Responsive rating had improved from Requires Improvement to Good.
“The provider had quality assurance systems and processes in place to enable them to identify and address areas for improvement in the service provided.” from the report
Temporary agency staffing
minorThe home was using agency staff for some shifts while recruiting. The manager said they aimed to use the same agency staff so people could become familiar with them.
“The registered manager told us they were currently using agency staff to cover some shifts but hoped this was a temporary measure whilst new staff were going through the recruitment process.” from the report
- 01How many shifts are currently covered by agency staff, and when do you expect this temporary arrangement to end?
- 02How will you make sure agency staff know my relative's care plan, routines and communication needs?
- 03How often will my relative's care plan and risk assessments be reviewed if their needs change?
- 04How will you support my relative's preferred activities, family relationships, cultural or religious needs?
- 05How are families involved in decisions about care and in raising or following up complaints?
This was an unannounced comprehensive inspection covering all five CQC key questions; the previous overall rating was Good, while Responsive had previously been Requires Improvement. This explanation was written from the published report of 2 August 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 Northwick Grange
3 rated inspections over 3 years: the service has improved, from Requires improvement to Good.
- February 2021Inspected but not ratedcurrent ratingSafe: Inspected but not rated
- August 2019Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- February 2017Goodup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: Requires improvementWell-led: Good
- July 2016Requires improvementSafe: Requires improvementEffective: GoodCaring: Requires improvementResponsive: Requires improvementWell-led: Requires improvement
- June 2014
Report published without a new overall rating.
- August 2013
Report published without a new overall rating.
- November 2012
Report published without a new overall rating.
- April 2012
Report published without a new overall rating.
- November 2011
Report published without a new overall rating.
- February 2011
Registered with the Care Quality Commission on 17 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.
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 Worcestershire
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. 85 can care for a couple. 9 years' experience on average.
“I have never met a person who is so kind and thinks about others before himself to such an extent as Chris Malagala.”
“She was very caring, kind and patient to all his needs, she built up a wondetful rapport with him, she was dedicated and was there for him through good times as well as through the tough times”
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.