CQC report explained · a residential care home
What the CQC found at Prince of Wales House
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- People were protected from abuse and avoidable harm, and inspectors found enough staff, safe medicines systems and a clean environment. The provider had taken action after concerns about safeguarding processes and inspectors were assured the improved systems were robust.
- Effective?
- Good
- People's needs, food, drinks and health support were assessed and met. Staff received induction, shadowing and ongoing training, but one capacity assessment was missing for a person's covert medicines.
- Caring?
- Outstanding
- Inspectors saw exceptionally kind and compassionate care. People were treated as individuals, involved in decisions, and supported to keep their privacy, dignity and independence.
- Responsive?
- Outstanding
- Care was highly personalised and adapted quickly when people's needs or wishes changed. People had a wide range of creative activities, outings and opportunities to maintain relationships and avoid isolation.
- Well-led?
- Good
- The management team was visible, knew people well and used feedback, audits and lessons learned to improve the service. The previous registered manager had left, while the new manager's registration application was being processed.
What inspectors found, November 2023
Rated Outstanding overall; inspectors found exceptionally caring and responsive support, with Good ratings for safety, effectiveness and leadership.
This was an unannounced inspection on 16 and 18 October 2023. Inspectors spoke with people living in the home, relatives and staff. They observed care and checked care records, medicines records, recruitment files, training records, audits and safety records.
The home was rated Outstanding overall. Caring and Responsive were Outstanding. Inspectors found people were treated with compassion, their choices were respected, and they had many meaningful activities. Care plans were personal and staff knew people very well.
Safe, Effective and Well-led were rated Good. Inspectors found enough staff, safe medicines arrangements, clean surroundings, suitable food and drink, and good access to health professionals. The inspection followed concerns about safeguarding, but the provider had taken action and inspectors found the systems were robust.
The overall rating was unchanged from the previous inspection. Effective and Well-led changed from Outstanding to Good. The previous overall rating was published on 12 December 2017.
Kind and respectful care
People and relatives consistently described very caring support. Inspectors observed staff responding sensitively to distress and respecting people's individuality, privacy and choices.
“Without exception, people and relatives told us about the extremely caring and compassionate care provided by staff, which enhanced people's wellbeing.” from the report
Personalised support
Care records included people's histories, preferences and communication needs. Staff adapted their approach and involved people in care planning and everyday decisions.
“People's care records were extremely person centred and included their individual and diverse needs and guidance for staff in how these were being respected met” from the report
Meaningful activities
People could choose from varied activities, including music, baking, games, trips and helping with everyday tasks. Activities were linked to people's interests and past lives.
“People were provided with the opportunity to participate in extremely varied and creative group and individual activities which interested them.” from the report
Staffing and safety
Inspectors found enough staff, prompt responses to call bells, safe recruitment and safe medicines arrangements. Risks such as falls, pressure ulcers and mobility problems were assessed and monitored.
“Staff responded promptly to any requests for assistance, including call bells.” from the report
Earlier safeguarding concerns
seriousThe inspection was prompted by information that provider and local safeguarding processes had not been followed to reduce the risk of abuse. The provider investigated, provided further training and made improvements, which inspectors found robust at this inspection.
“Prior to our inspection, we received information that the provider's and local safeguarding processes had not been followed to mitigate the risk of abuse.” from the report
Missing capacity assessment
needs fixingFor one person receiving covert medicines, the necessary best-interest paperwork was present but the matching capacity assessment was not. The manager said this would be corrected.
“There was not a corresponding capacity assessment for that particular decision, the manager assured us this would be addressed.” from the report
Manager registration being processed
minorThe previous registered manager had left in June 2023. A new manager was in post, but their application to become registered was still being processed when inspectors visited.
“A new manager was in post and their registered manager application had been received by CQC and was being processed.” from the report
- 01What changes were made after the earlier safeguarding concerns, and how are these systems now checked?
- 02Has the missing capacity assessment for covert medicines been completed, and how do you make sure similar paperwork is up to date?
- 03What is the current position of the manager's CQC registration application?
- 04How do you make sure activities continue to reflect each person's interests, history and choices?
- 05How will you maintain the areas previously rated Outstanding, especially caring and responsive support?
This was an unannounced inspection covering all five key questions, including care, treatment, the premises, infection prevention and control, records and management systems. This explanation was written from the published report of 28 November 2023 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
Prince of Wales House was rated Outstanding overall; inspectors found exceptional, person-centred care, with safety rated Good.
Inspectors visited without notice on 15 September 2017. They spoke with people living in the home, relatives, staff and healthcare professionals. They observed care and reviewed care records, staff files, medicines records, complaints, training and quality checks.
The home supported 49 older people with dementia. Inspectors found enough staff, safe medicines systems and detailed risk assessments. Staff understood people's needs and supported their independence while managing risks.
Inspectors found outstanding care, support and leadership. People were treated with kindness and respect, had personalised activities and were involved in decisions about their care and the home. The home had built on its previous inspection and remained Outstanding overall.
The home was rated Good for Safe and Outstanding for Effective, Caring, Responsive and Well-led. Caring and Responsive improved from Good to Outstanding since the previous inspection in July 2014. There had also been a change in the registered manager.
Person-centred care
Staff understood people's individual needs and used creative approaches to support their independence, comfort and quality of life.
“Staff had an excellent understanding of people's needs and were imaginative in the way they provided person centred care which put people at the heart of the service.” from the report
Kind relationships
Inspectors saw staff offering reassurance, affection and emotional support. People and relatives said staff knew them well and treated them with respect.
“Staff were compassionate, kind and caring and have developed good relationships with people using the service.” from the report
Meaningful activities
Activities were based on people's interests and wishes. The home supported outings, personal hobbies and individual goals, including helping people regain independence.
“People and their relatives told us and we saw for ourselves that people had access to a wide range of personalised activities.” from the report
Strong staff learning
Training helped staff understand dementia and people's particular needs. Staff champions shared good practice in areas such as infection control.
“There continued to be a focus on delivering training to all staff regardless of their role using creative methods such as scenarios to develop learning and understanding which related to people's specific needs.” from the report
Open leadership
People, relatives and staff were encouraged to influence the home. Leaders used meetings, feedback and quality checks to develop the service.
“People and their relatives told us they were actively encouraged to share their views and provide feedback about the service.” from the report
Inspectors raised no specific concerns in this report.
- 01How do you currently make sure care plans reflect each person's changing needs and wishes?
- 02How do you make sure there are enough staff on duty at all times, including when people need extra support?
- 03How are staff trained in dementia care and in responding to distress or behaviour that challenges others?
- 04How do residents and relatives currently influence activities, meals, room decoration and the day-to-day running of the home?
- 05What changes have been made since the change in registered manager mentioned in the report?
This was an unannounced comprehensive inspection covering all five key questions and reviewing care, staffing, medicines, complaints, training and quality monitoring. This explanation was written from the published report of 13 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 Prince of Wales House
3 rated inspections over 9 years: the service has held its Outstanding rating throughout.
- November 2023Outstandingcurrent ratingstayed OutstandingSafe: GoodEffective: GoodCaring: OutstandingResponsive: OutstandingWell-led: Good
- December 2017Outstandingstayed OutstandingSafe: GoodEffective: OutstandingCaring: OutstandingResponsive: OutstandingWell-led: Outstanding
- January 2015OutstandingSafe: GoodEffective: OutstandingCaring: GoodResponsive: GoodWell-led: Outstanding
- June 2013
Report published without a new overall rating.
- November 2012
Report published without a new overall rating.
- January 2012
Report published without a new overall rating.
- February 2011
Registered with the Care Quality Commission on 9 February 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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