CQC report explained · a residential care home
What the CQC found at Nower House
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People were protected from avoidable harm. Inspectors found enough staff, detailed and regularly reviewed risk assessments, safe medicines systems and effective infection control.
- Effective?
- Good
- The home assessed people's needs before they moved in and provided staff training and support. People received suitable food and drink, healthcare support and care in line with their choices.
- Caring?
- Good
- Staff were kind and respectful. Inspectors saw people being offered choices, having their privacy protected and being encouraged to remain independent.
- Responsive?
- Good
- Care plans reflected people's preferences and communication needs. People had activities, contact with families and clear plans for end of life care.
- Well-led?
- Good
- Inspectors found an open and supportive management culture. Audits, meetings and improvement plans were being used to monitor safety and improve care.
What inspectors found, January 2023
Rated Good; inspectors found kind, safe and personalised care, with clear improvements since the previous provider's Inadequate rating.
This was an unannounced inspection on 24 November 2022. Three inspectors spoke with people, a relative, staff and a health professional. They also observed care and checked care, medicines, recruitment and management records.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found enough staff, safe medicines support, detailed risk assessments, good infection control and care that respected people's choices and dignity.
The home had a new provider and registered manager. The previous provider's rating was Inadequate, published on 19 February 2022. Inspectors found that the new management team had acted on earlier failings and had created a more positive culture.
Kind and respectful care
People said staff were kind and caring. Inspectors saw staff reassure people respectfully and protect their privacy and dignity.
“We saw staff interact with people in a kind manner.” from the report
Safety and staffing
There were enough staff to meet people's needs. Risks were recorded in detail and reviewed, and medicines and infection control were managed safely.
“There were enough staff to support people safely.” from the report
Personalised support
Care plans recorded people's preferences, routines and communication needs. Staff adapted how they communicated with different people.
“Care plans were person-centred and people confirmed that staff knew their preferences well.” from the report
Improved leadership
People, relatives and staff described a more positive culture under the new provider and management team. Audits, meetings and an improvement plan supported this work.
“The provider and registered manager were keen to learn from inspections under the previous provider registration.” from the report
Inspectors raised no specific concerns in this report.
- 01How have you kept the improvements made after the previous provider's Inadequate rating?
- 02How will you assess and meet my relative's particular risks, including any risk of falls or choking?
- 03How will you support my relative's medicines, health needs and communication preferences?
- 04What activities and family visits would be available for my relative?
- 05How can we raise concerns, and how are issues recorded and followed up?
This was an unannounced first inspection of the newly registered service and covered all five CQC questions, including infection prevention and control. This explanation was written from the published report of 5 January 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.
Every inspection of Nower House
5 rated inspections over 6 years: the service has held its Good rating throughout.
- January 2023Goodcurrent ratingup from InadequateSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- February 2022Inadequatedown from Requires improvementSafe: InadequateEffective: Requires improvementCaring: Requires improvementResponsive: Requires improvementWell-led: Inadequate
- February 2022Requires improvementstayed Requires improvementSafe: Requires improvementEffective: Requires improvementResponsive: Requires improvementWell-led: Requires improvement
- August 2019Requires improvementdown from GoodSafe: Requires improvementEffective: Requires improvementCaring: GoodResponsive: Requires improvementWell-led: Requires improvement
- July 2016GoodSafe: Requires improvementEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- September 2022
Registered with the Care Quality Commission on 29 September 2022.
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.