CQC report explained · a residential care home
What the CQC found at Otterhayes
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People were protected from avoidable harm. Risk assessments were comprehensive, staff understood safeguarding, and medicines and infection control were managed safely.
- Effective?
- Good
- Care plans reflected people's needs, choices and aspirations. Staff had relevant training, supported balanced diets and worked with health professionals.
- Caring?
- Good
- Staff provided kind and compassionate care. People were supported to communicate, make choices, maintain relationships and develop independence.
- Responsive?
- Good
- Support was personalised and focused on people's goals, communication needs and interests. People were supported to take part in activities and build community links.
- Well-led?
- Good
- Managers promoted a person-centred culture and used quality checks to improve the service. Staff and families were involved in discussions about care and service development.
What inspectors found, August 2022
Rated Good overall; inspectors found kind, person-centred support, but some one-to-one staffing hours needed review.
This was the first inspection since the service registered in August 2021. One inspector visited on 30 June and 6 July 2022, spoke with people, staff, relatives and professionals, 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 that people were supported to make choices, stay safe, develop independence and take part in activities and community life.
Staff knew people well and provided kind care. Care plans were personalised, medicines and infection control were managed safely, and health professionals were involved when needed. The service was recruiting because of staffing difficulties, and some assessed one-to-one hours needed to be reviewed.
People felt safe
Staff knew people well and recognised when they were worried or unhappy. Relatives also felt that risks were being managed for people's benefit.
“People were kept safe from avoidable harm because staff knew them well and understood how to protect them from abuse.” from the report
Kind, respectful care
Inspectors found warm and supportive relationships. Staff used communication styles people understood and respected their dignity, privacy and choices.
“People received kind and compassionate care from staff who used positive, respectful language which people understood and responded well to.” from the report
Independence and community life
People were supported to try new experiences, develop skills, find work and take part in activities and relationships that mattered to them.
“People had the opportunity to try new experiences, develop new skills and gain independence.” from the report
Positive leadership
Managers were visible and approachable. Staff felt supported, and inspectors found that the service's values were reflected in day-to-day support.
“The management team worked hard to instil a culture of care in which staff truly valued and promoted people's individuality, protected their rights and enabled them to develop and flourish.” from the report
Delayed redecoration
minorRedecoration at Hayes House had been delayed. A meeting took place to resolve the practical arrangements, with work scheduled to start in September 2022.
“The redecoration of Hayes House had been delayed due to how this could be completed to ensure people's safety.” from the report
- 01How have you reviewed each person's assessed one-to-one hours since the inspection?
- 02How are you covering shifts while recruitment difficulties continue?
- 03Did the planned September 2022 redecoration of Hayes House take place, and what work was completed?
- 04Has the new manager registered with the CQC?
- 05How will you support my relative to take part in their chosen clubs, activities and community life?
This was an announced inspection covering all five CQC questions, the care home premises and personal care, and personal care and support in the supported living settings, but not the supported living premises. This explanation was written from the published report of 10 August 2022 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 Otterhayes
5 rated inspections over 7 years: the service has held its Good rating throughout.
- August 2022Goodcurrent ratingup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- February 2021Requires improvementSafe: Requires improvementEffective: Requires improvementCaring: Requires improvementResponsive: Requires improvementWell-led: Requires improvement
- September 2020Inspected but not ratedSafe: Inspected but not ratedEffective: Inspected but not ratedResponsive: Inspected but not ratedWell-led: Inspected but not rated
- February 2020Inadequatedown from GoodSafe: InadequateEffective: InadequateCaring: InadequateResponsive: InadequateWell-led: Inadequate
- June 2018Goodstayed GoodSafe: Requires improvementEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- November 2015GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- August 2021
Registered with the Care Quality Commission on 31 August 2021.
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
Fees, photos and reviews from families
How to read CQC ratings and reports
What to check when you visit
17 live-in carers within about an hour of Devon
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 £1,020 to £1,270 a week. 15 can care for a couple. 13 years' experience on average.
“She is such a warm and gentle person while being professional and competent at the same time.”
“She looked after my mum, who can be incredibly challenging, so well and so gently, and we always felt confident that my mum was getting the best care available.”
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.