CQC report explained · a residential care home
What the CQC found at Pottles Court
Not yet rated: the CQC has not published a rated inspection for this home, which is usual for a new registration.
What inspectors found, May 2021
Pottles Court was inspected but not rated; inspectors were assured about infection prevention and pandemic safety measures.
This was an announced, targeted inspection on 23 February 2021. It looked at infection prevention and control during the coronavirus pandemic.
Inspectors found the home was clean and had updated cleaning schedules, hand sanitiser and suitable protective equipment. They were assured that people and staff were tested, admissions were managed safely, and infection outbreaks could be prevented or managed.
Staff received infection control training and regular briefings. Families were kept informed, and an outdoor visiting pod helped people maintain contact with relatives.
The home was inspected but not rated. This means the report does not give a full quality rating for the home or a rated result for most of the five areas.
Infection control
The home had cleaning schedules, hand sanitiser and appropriate PPE. Staff had infection control training and their practice was observed.
“We were assured that the provider was using PPE effectively and safely.” from the report
Safe admissions and outbreak planning
The provider explained the checks and risk assessments used before people were admitted. Infection control policies included updated guidance and checklists.
“We were assured that the provider was admitting people safely to the service.” from the report
Keeping families informed
Families received updates about their relative's wellbeing and how the home was operating. An outdoor pod supported visits while helping people stay socially connected.
“The provider and staff continued to ensure families were kept up to date on their relative's well-being and on the running of the home through letters and social media.” from the report
Staff support
Staff received regular briefings about pandemic safety. The home also focused on staff wellbeing and mental health after an outbreak.
“Weekly briefings took place to update the staff team, and there was a focus on the well-being and mental health of the staff group following an outbreak at the home.” from the report
Inspectors raised no specific concerns in this report.
- 01How have your infection prevention and control arrangements changed since the inspection on 23 February 2021?
- 02How do you now manage admissions and complete infection-related risk assessments?
- 03What arrangements are currently in place for visits, including visits during an outbreak?
- 04How do you make sure staff continue to use PPE correctly and complete infection control training?
- 05How do you keep families informed about a relative's wellbeing and any infection outbreak?
This was a targeted inspection of infection prevention and control during the coronavirus pandemic; the service was inspected but not rated and the other quality areas were not assessed. This explanation was written from the published report of 13 May 2021 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, December 2017
Rated Outstanding; inspectors found exceptionally caring, person-centred care, with some minor environmental issues.
This was an unannounced comprehensive inspection on 13 and 19 September 2017. Inspectors spoke with people living at the home, visitors, staff, the manager and the provider. They reviewed care and medicine records, staff files, complaints, safety checks and quality monitoring.
The overall rating was Outstanding. Caring and well-led were Outstanding. Safe, effective and responsive were Good. Inspectors found kind and respectful staff, personalised care, well-managed medicines, good support with health needs and strong leadership.
There were some areas to improve. Light levels in the lounge were sometimes low, temperature monitoring in one bedroom was not formally recorded until the inspection, and the home did not have a registered manager at the time. The report also says recruitment had improved since the previous inspection, when there had been a breach.
Safe recruitment
Recruitment records showed that checks and references were completed to help ensure staff were suitable to work with vulnerable people.
“Recruitment files provided an audit trail of the steps taken to ensure new staff members' suitability, which included references and appropriate checks.” from the report
Personalised care
Care plans included personal details, preferences and ways to understand people's moods and communication. Staff adapted their approach to each person.
“People's care plans identified the individual support needed to reassure people.” from the report
Compassionate care
Staff used patience, gentle humour and physical reassurance to help people feel valued, comfortable and included. The home also planned carefully for end of life care.
“Staff demonstrated they cared through their attitude and engagement with people.” from the report
Strong leadership
The provider and management team acted as role models and encouraged staff to learn, share ideas and improve the service.
“The management team and the provider acted as role models for the staff team who were motivated to offer care that was kind, considerate and put people at the heart of everything they did.” from the report
Low lounge lighting
needs fixingInspectors found that lighting in the lounge was sometimes low. They said this could increase the risk of falls, particularly for older people and people living with dementia.
“we saw that at some periods of the day the light levels were low.” from the report
Bedroom temperature records
minorOne bedroom had previously been described as cool. Staff checked the heating, but there was no formal temperature record until inspectors asked about this.
“This was introduced during the inspection which included a thermometer placed in the room and a chart to record daily temperatures.” from the report
Registered manager
minorThere was no registered manager when inspectors visited because the previous manager had resigned. An application from the acting manager had been submitted and was due to be considered by CQC.
“The manager has submitted an application to register with CQC as the manager of the home.” from the report
- 01What changes have been made to improve the lighting in the lounge and reduce the risk of falls?
- 02How are bedroom temperatures checked and recorded now, especially for people who may not be able to say they are cold?
- 03Has the manager's application to register with CQC been completed, and who is responsible for the home in the meantime?
- 04How will you involve our family member and us in reviewing their personalised care plan?
- 05How do you make sure staff continue to recognise pain, anxiety or distress when a person cannot explain it in words?
This was an unannounced comprehensive inspection covering all five key questions and the overall quality of the service. This explanation was written from the published report of 19 December 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 Pottles Court
2 rated inspections over 2 years: the service has improved, from Good to Outstanding.
- May 2021Inspected but not ratedcurrent ratingSafe: Inspected but not rated
- December 2017Outstandingup from GoodSafe: GoodEffective: GoodCaring: OutstandingResponsive: GoodWell-led: Outstanding
- September 2015GoodSafe: Requires improvementEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- October 2014
Report published without a new overall rating.
- October 2013
Report published without a new overall rating.
- September 2013
Report published without a new overall rating.
- May 2013
Report published without a new overall rating.
- September 2011
Report published without a new overall rating.
- November 2010
Registered with the Care Quality Commission on 19 November 2010.
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.