CQC report explained · a residential care home
What the CQC found at Parkland House
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- Inspectors found good safeguarding, risk management, staffing, infection control and medicines systems. Call bells were answered quickly and there were no unexplained gaps in the medicines records checked.
- Effective?
- Outstanding
- Staff had relevant skills and received extensive training. Care was adapted to people's needs, including dementia, eating and drinking, communication, mobility and mental capacity.
- Caring?
- Outstanding
- People were treated with kindness, dignity and respect. Staff supported independence, personal relationships, individual choices and meaningful involvement in everyday life.
- Responsive?
- Outstanding
- Care plans reflected people's histories, preferences and changing needs. The home offered a wide range of activities, outings and one-to-one support, as well as personalised end-of-life care.
- Well-led?
- Outstanding
- Inspectors found visible and supportive leadership, strong staff teamwork and effective quality checks. People, relatives and staff were encouraged to give feedback and suggest improvements.
What inspectors found, June 2019
Rated Outstanding overall; inspectors found exceptionally caring, personalised care, with safety rated Good.
This was an unannounced inspection on 4 and 7 March 2019. Inspectors spoke with people, relatives, staff and visiting professionals. They observed care and checked care, medicines and management records.
The home provided accommodation and nursing care for up to 52 older people, including people living with dementia. Inspectors found kind, respectful and highly personalised care. Staff knew people well and supported their choices, independence, relationships and interests.
Care was rated Outstanding in four areas: Effective, Caring, Responsive and Well-led. Safe was rated Good. The overall rating improved from Good at the previous inspection.
Personalised care
Staff knew people's histories, preferences and abilities. They used this knowledge to support independence and make daily life meaningful.
“People told us they received very kind and respectful support from staff who promoted their abilities, knew them well and genuinely enjoyed their company.” from the report
Dementia support
The home was adapted for people living with dementia. Staff received relevant training and used practical approaches to help people stay active, confident and involved.
“The service was specifically adapted for people living with dementia. People were encouraged to be as active, occupied and engaged as possible.” from the report
Activities and relationships
Activities were varied and based on people's past interests. The home also supported contact with families, local schools, students and community groups.
“People were offered a stimulating range of social and recreational activities. There was a morning and afternoon activity programme delivered by the activity team and all staff.” from the report
Food and drink
People had plenty of choice and meals were adapted to their tastes and needs. Staff monitored weight, hydration and choking risks.
“People had access to plenty of food and drink throughout the day and there were individualised meals according to their tastes and needs.” from the report
Medicines safety
Medicines were stored securely and staff were trained and checked as competent. The records inspected were complete and accurate.
“Medicine administration records showed people's medicines records were well organised and completed accurately.” from the report
Leadership and improvement
Managers were visible and knew people well. Feedback was used to make changes and staff were encouraged to keep learning.
“The provider's quality assurance processes were effective and there was a focus on continuous improvement and continuously seeking out ways to offer personalised care and leisure time.” from the report
Inspectors raised no specific concerns in this report.
- 01How would you adapt the care plan to my relative's personal history, communication needs, interests and changing abilities?
- 02What dementia training do staff have, and how do you make sure they use it in everyday care?
- 03How many staff are normally on duty, and how would you maintain familiar staffing if there is sickness or holiday cover?
- 04How would you support my relative to eat and drink enough if their weight, appetite or swallowing became a concern?
- 05How would you involve our family in end-of-life decisions and support us during that time?
This was an unannounced comprehensive inspection covering all five questions; the previous overall rating was Good. This explanation was written from the published report of 1 June 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. The report was longer than we could read in one go; the later sections may not be reflected.
What inspectors found, September 2016
Rated Good in all five areas; inspectors found kind, personalised care with enough staff and strong leadership.
This was an unannounced inspection on 20 July 2016. One inspector spoke with people living at the home, relatives, staff and the manager. They also observed care and checked care, medicine, recruitment, training, safety and quality records.
The inspectors found that people were safe and received their medicines on time. Staff had the training and support they needed. People were treated with kindness and respect, and their choices, health needs, food preferences and interests were understood.
The home provided personalised care for older people, including people living with dementia. There were many activities and spaces for people to use, including a garden. The service was rated Good overall and Good in Safe, Effective, Caring, Responsive and Well-led.
Kind and respectful care
Staff were described as compassionate and attentive. People were treated as individuals, with privacy, dignity and choice respected.
“People were supported by very kind, caring and compassionate staff who often went the extra mile to provide them with excellent, high quality care.” from the report
Good dementia support
Staff used training and detailed knowledge of people's histories to provide suitable support. The home also used signs, spaces and equipment to help people move around and stay independent.
“Staff were extremely passionate about providing people with support that was based on their individual needs, goals and aspirations” from the report
Meaningful activities
People could take part in activities linked to their hobbies and interests. These included gardening, music, trips out, cookery and activities involving family and friends.
“People had access to activities, stimulation and engagement that complemented their individual hobbies and interests.” from the report
Safe staffing and medicines
Inspectors found enough staff to meet people's needs safely. The medicine records checked showed that people received their medicines as intended.
“There were enough staff to meet people's care needs safely and people received their medicines when they needed them.” from the report
Strong oversight
The management team used audits, meetings and feedback to monitor the service. Staff said they felt supported and valued.
“There were effective systems in place to monitor the quality and safety of the service provided.” from the report
Inspectors raised no specific concerns in this report.
- 01How will you review staffing if my relative's care needs increase, including at the end of life?
- 02What checks do you now make on topical cream charts and other medicine records?
- 03How often will my relative's care plan and life-history information be reviewed and updated?
- 04Which activities could be matched to my relative's hobbies, interests and abilities?
- 05How can I raise a small concern or formal complaint, and how will you tell me what action was taken?
This was an unannounced comprehensive inspection covering the overall service and all five CQC questions; the previous inspection in August 2014 found the service compliant with all standards checked. This explanation was written from the published report of 3 September 2016 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 Parkland House
2 rated inspections over 3 years: the service has improved, from Good to Outstanding.
- June 2019Outstandingcurrent ratingup from GoodSafe: GoodEffective: OutstandingCaring: OutstandingResponsive: OutstandingWell-led: Outstanding
- September 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- October 2014
Report published without a new overall rating.
- February 2014
Report published without a new overall rating.
- September 2012
Report published without a new overall rating.
- January 2011
Registered with the Care Quality Commission on 17 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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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.