CQC report explained · a residential care home
What the CQC found at Veronica Close
Rated Good: inspectors found the home performing well and meeting their expectations.
What inspectors found, September 2018
Outlook Care - Veronica Close was rated Good, with safe, kind and personalised care, although the older building needed refreshing.
Inspectors made an unannounced, comprehensive visit on 30 August 2018. One inspector observed care, spoke with people, relatives, managers and staff, and checked care records, medicines, staff files, accident records 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 systems, suitable risk assessments, trained staff and good support from health professionals.
People were treated with kindness and respect. Staff knew people's needs, supported their independence, involved people and relatives in care planning, and provided activities and communication support suited to each person.
The home remained Good, the same as at the previous inspection in January 2016. The previous issue about hand gel and soap in bathrooms had been addressed. A new registered manager had introduced regular checks on the quality of the service.
Safe staffing and medicines
There were enough staff, and staff were familiar with the people they supported. Medicines records were checked and were accurate and up to date.
“People received their prescribed medicines safely and at the times they needed them.” from the report
Kind and respectful care
Staff supported people patiently and gently. They respected privacy, dignity, confidentiality and individual backgrounds.
“We saw that staff supported people in a kind and gentle way.” from the report
Personalised support
Care plans included people's likes, dislikes, communication needs and support requirements. People were encouraged to choose activities and remain independent.
“This ensured people received a personalised service and staff responded to people's requests and needs.” from the report
Improved infection control
The home had acted on the previous inspection's recommendation about soap and hand gel. Bathrooms had supplies available for people, staff and visitors.
“Each communal bathroom and bathrooms in people's rooms was stocked with hand gel or soap.” from the report
Regular oversight
The new manager had introduced monthly and quarterly checks covering areas such as medicines, the environment and staff training.
“Monthly and quarterly audits were carried out to check all areas of the service, such as the environment, medicines and staff training.” from the report
Older building needing improvement
minorThe manager said the house was quite old and had requested investment for new bathrooms, showers and fittings. Ask what work has been completed and what remains outstanding.
“We have got permission for the landlord to install new bathrooms, showers and fittings as the house is quite old and needs refreshing.” from the report
- 01What improvements to the bathrooms, showers and other fittings have been completed since this inspection, and what work is still planned?
- 02How will you assess and manage my relative's risks, including any choking or swallowing risks?
- 03How will you support my relative's communication, including the use of pictures, objects, gestures or signs?
- 04What activities are available, and how are they matched to each person's preferences and choices?
- 05How are care plans reviewed with people and their relatives, and how are changes shared with staff?
This was an unannounced comprehensive inspection covering all five ratings, the care provided and the premises. This explanation was written from the published report of 27 September 2018 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 Veronica Close
2 rated inspections over 3 years: the service has held its Good rating throughout.
- September 2018Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- March 2016GoodSafe: Requires improvementEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- March 2014
Report published without a new overall rating.
- February 2013
Report published without a new overall rating.
- March 2011
Registered with the Care Quality Commission on 3 March 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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Most charge £980 to £1,230 a week. 81 can care for a couple. 11 years' experience on average.
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