CQC report explained · a nursing home
What the CQC found at Phoenix Park Care Village
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People were protected from abuse and risks were assessed and managed. Inspectors found minor medicines and storage problems on the first day, but these were corrected immediately.
- Effective?
- Good
- Staff had training, supervision and appraisals. People's health, dietary needs and choices were assessed and supported.
- Caring?
- Good
- Staff were kind and compassionate, and people's privacy, dignity, communication needs and preferences were respected.
- Responsive?
- Good
- Care was planned around people's physical, emotional and psychological needs and updated when needs changed. Complaints were investigated and activities reflected people's preferences.
- Well-led?
- Good
- The management team was described as open and transparent. Audits, meetings and feedback were used to monitor and improve the service.
What inspectors found, December 2018
Rated Good; inspectors found safe, kind and responsive care, with minor medicines and storage issues corrected during the visit.
The inspection took place over three days and was unannounced on the first and third days. Inspectors reviewed care and medicines records, staff files, training, complaints, audits and other management records. They spoke with people living at the home, relatives, staff and managers, and observed care.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found people were protected from abuse, had enough staff, received suitable support with their health and diet, and were treated with kindness and respect.
Inspectors found some minor problems on the first day. These included 'as required' medicines protocols for eight people and unsecured gloves and cleaning fluid in two areas. The management team corrected these issues immediately and provided extra supervision and training. The home was rated Good at its previous inspection, and that rating continued.
Caring staff
Inspectors saw positive relationships between staff and people. Staff offered reassurance and protected privacy and dignity.
“Staff had positive relationships with people and treated people with kindness and compassion.” from the report
Staffing and training
There were enough staff to meet people's needs, including extra support for appointments, activities and one-to-one care. Training, supervision and appraisals were in place.
“There were enough skilled and experienced staff to meet people's needs.” from the report
Personalised support
The home assessed people before admission and recorded their preferences and wider needs. Care records were updated when needs changed.
“Staff used the information gained at the assessment to create person-centred care plans and risk assessments detailing people's holistic needs.” from the report
Open management
Managers welcomed feedback and used audits, meetings and complaints to identify improvements. A clinical nurse lead had also been appointed.
“The management team had an 'open door' policy in place and an on-call system so people, their relatives or staff could gain help and advice at any time.” from the report
Medicines protocols
minorProtocols for 'as required' medicines needed reviewing or putting in place for eight people. The home reviewed them during the inspection.
“We found medicine protocols for 'as required' medicines required reviewing or implementing for eight people.” from the report
Cleaning items and gloves
minorGloves and cleaning fluid were found in two areas where they were not properly secured. They were removed or secured, and staff received reminders and further training.
“There was a laundry cupboard door that had not been closed securely where gloves and cleaning fluid was kept.” from the report
- 01How do you now check that 'as required' medicines protocols are complete and up to date for every person?
- 02What changes have been made to make sure cleaning fluid and gloves remain securely stored?
- 03How would you meet my relative's specific needs, particularly if they need nursing, dementia or mental health support?
- 04What difference has the new clinical nurse lead made to care and staff training?
- 05How are staffing levels adjusted when people need one-to-one support, appointments or activities?
This was an unannounced inspection over three days covering the premises and care provided, with all five CQC questions rated Good. This explanation was written from the published report of 19 December 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.
What inspectors found, January 2017
Rated Good; inspectors found safe, kind and person-centred care after earlier legal breaches were addressed.
This was an unannounced comprehensive inspection on 16 and 19 December 2016. Inspectors spoke with people living in the home, relatives, staff and a visiting health professional. They reviewed care files, medicines records, staff records, complaints and quality checks, and toured the home.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found improvements in care planning, staff training, cleanliness, medicines management and quality monitoring. They found that people were treated with dignity, supported to make choices and helped to maintain their independence.
The inspection followed several earlier inspections where the home had breached regulations about person-centred care, safe care, staff skills and quality monitoring. Inspectors said the home had taken appropriate action and was now meeting those legal requirements.
Clean and hygienic
Inspectors found both parts of the home clean, tidy and without unpleasant smells. New cleaning and linen procedures had reduced infection risks.
“We completed a tour of the entire service [Hilltop and Overfields] and found it was clean, tidy and free from unpleasant odours.” from the report
Up-to-date care plans
Care plans described people's current needs, preferences, history and independence. Staff had clear guidance about how to provide personalised care.
“Care plans were updated as required and the information in the care plan was up to date and an accurate reflection of their needs.” from the report
Kind and respectful care
People and relatives spoke positively about staff. Inspectors saw gentle interactions, support with choices and encouragement to do things independently.
“Throughout the inspection the kind and caring approach of staff was clear.” from the report
Improved oversight
The home used audits, meetings, questionnaires and daily checks to identify problems and track improvements across areas such as medicines, falls and infection control.
“The registered provider's quality assurance system comprising of audits, checks, ward rounds, questionnaires and assessments was used effectively to highlight shortfalls and drive improvements across the service.” from the report
Annual appraisals were not complete
minorOne manager said annual appraisals had not yet been completed. Ask how staff performance, support and development are now reviewed.
“The staff do get a lot of support, they can always talk to me and the team leaders are always available but I haven't done any annual appraisals yet.” from the report
- 01How have you kept the improvements in care plans and risk assessments in place since the December 2016 inspection?
- 02Have all staff now completed their required training and annual appraisals?
- 03What was the outcome of the incident reported after this inspection, and what changes were made as a result?
- 04How do you check current staffing levels in Hilltop and Overfields against each person's needs?
- 05How do you decide whether a new person can be safely supported, particularly where they have complex needs or behaviour that may challenge the service?
This was an unannounced comprehensive inspection covering all five key questions, and all five ratings were Good. This explanation was written from the published report of 18 January 2017 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 Phoenix Park Care Village
5 rated inspections over 3 years: the service has improved, from Inadequate to Good.
- December 2018Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- January 2017Goodup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- October 2016Requires improvementup from InadequateSafe: Requires improvementEffective: Requires improvementCaring: Requires improvementResponsive: Requires improvementWell-led: Requires improvement
- April 2016Inadequatestayed InadequateSafe: InadequateEffective: InadequateCaring: Requires improvementResponsive: Requires improvementWell-led: Inadequate
- December 2015InadequateSafe: InadequateEffective: InadequateCaring: Requires improvementResponsive: Requires improvementWell-led: Inadequate
- July 2014
Report published without a new overall rating.
- September 2013
Report published without a new overall rating.
- January 2013
Report published without a new overall rating.
- November 2012
Report published without a new overall rating.
- June 2012
Report published without a new overall rating.
- May 2012
Report published without a new overall rating.
- January 2012
Report published without a new overall rating.
- September 2011
Report published without a new overall rating.
- May 2011
Registered with the Care Quality Commission on 20 May 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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32 live-in carers within about an hour of North Lincolnshire
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 £1,300 a week. 29 can care for a couple. 11 years' experience on average.
“What truly stands out is how mindful and attentive she is to all of my medical needs, always going above and beyond to ensure I’m comfortable and well cared for.”
“Martin was more than a carer, he managed the home and became my uncle's best friend, enriching his life during his last few years.”
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.