CQC report explained · a residential care home
What the CQC found at Queen Elizabeth House
Rated Requires improvement: inspectors found the home was not performing as well as it should and told it what to change.
What inspectors found, November 2020
Queen Elizabeth House was inspected but not rated; inspectors were assured that infection prevention and control measures were being followed.
This was a targeted, announced inspection on 30 October 2020. It looked only at infection prevention and control during the coronavirus pandemic.
Inspectors found a coronavirus contingency plan, visitor screening, testing for people and staff, and support for people to self-isolate. Staff showing symptoms had to self-isolate. Agency staff were checked, trained and tested.
Inspectors saw staff using suitable protective equipment and keeping their distance. The home was clean, with stronger cleaning procedures and an extra cleaner. The service was inspected but not rated, so this report does not give an overall quality rating.
Coronavirus planning
The home had a specific plan for managing coronavirus and was following it. People were supported to self-isolate when needed.
“The provider had a COVID-19 specific contingency plan in place which they had followed throughout the COVID-19 pandemic.” from the report
Testing and staff safety
There was enhanced testing for people and staff. Staff with symptoms had to self-isolate, and agency staff were checked, trained and tested.
“There was an enhanced COVID-19 testing program in place for people using the service and for staff.” from the report
Protective equipment
Inspectors saw staff wearing appropriate protective equipment and keeping their distance during the visit.
“We observed staff wearing appropriate PPE and socially distancing throughout our visit.” from the report
Clean environment
The home had strengthened its cleaning arrangements, employed an extra cleaner and was clean during the inspection.
“The home had been deep cleaned [Fogged] the day prior to our visit and we saw the home was clean throughout.” from the report
Inspectors raised no specific concerns in this report.
- 01How are you currently supporting residents to keep in touch with family and friends when normal visiting is restricted?
- 02How often are residents and staff tested for coronavirus now?
- 03How do you make sure all regular and agency staff remain trained in infection control and the use of PPE?
- 04What arrangements are in place if a resident or staff member develops coronavirus symptoms?
- 05How are cleaning arrangements and infection control checks reviewed and updated?
This was a targeted inspection of infection prevention and control only; it did not rate the other areas of care or the service overall. This explanation was written from the published report of 19 November 2020 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, September 2017
Rated Good in all five areas; inspectors found safe, kind and well-organised care, with four care staff vacancies at the time.
This was an unannounced inspection on 10 and 11 August 2017. One inspector reviewed information held by the CQC, spoke with people, relatives and staff, observed care, and checked care plans, staff records and management records.
The home supported 26 people, although it could accommodate 28. Inspectors found that people were safe, medicines were managed properly, and there were enough staff on duty during the inspection. Staff were trained and supported, and people's food, healthcare and decision-making needs were addressed.
People described staff as kind and respectful. Inspectors found that care was based on people's needs and preferences, activities were available, complaints were handled appropriately, and managers used audits and feedback to monitor the home.
The home was rated Good overall and Good for Safe, Effective, Caring, Responsive and Well-led. This means the inspection found the expected standard of care in each area at that time. The previous inspection in August 2015 had also rated the home Good.
Safe medicines management
Inspectors checked medicines for eight people and found no omissions or errors. Storage, refrigeration and controlled-drug records were also checked.
“Medicines were managed, stored and administered safely and people received their medicines as prescribed by health care professionals.” from the report
Kind and respectful staff
People appeared relaxed with staff, who knew their preferences and life histories. Inspectors saw staff supporting privacy, dignity, relationships and independence.
“Throughout the course of our inspection we observed staff engaged with people in a caring manner with patience and consideration.” from the report
Personalised care planning
Care plans included personal history, preferences, health needs, mobility, nutrition and medicines. Staff knew the plans and how people wanted to be supported.
“Care plans contained assessments of people's needs and risks which covered areas including people's personal history and preferences, physical and mental health needs, personal care, mobility, nutrition, dexterity, communication, mood and behaviour and medicines amongst others.” from the report
Activities and social life
The home offered regular activities and larger social events, including trips, entertainment, religious services and community events.
“The home offered a range of activities and organised social events for people to take part in to meet their need for social stimulation and interaction.” from the report
Open management
The manager was available to people, relatives and staff. Meetings and surveys gave people opportunities to suggest improvements.
“Staff we spoke with told us the registered manager was supportive and operated an open door policy to encourage feedback about the service.” from the report
Care staff vacancies
needs fixingThe manager reported four care staff vacancies and said they hoped to recruit soon. Inspectors saw enough staff during the visit, but families should ask whether vacancies remain and how they affect staffing.
“The registered manager told us that staffing levels were reviewed on a regular basis to ensure people's need were met and that there was currently four care staff vacancies that they hoped to recruit to soon.” from the report
One medicines record issue
minorA July 2017 medicines audit was 98% compliant because a signature was missing for a topical cream. The home had an action plan and had taken steps to address it.
“We saw that an action plan was implemented following the 2% drop which was due to a missing signature on a MARs for the application of a topical cream and action was taken to address the concern including a meeting held with staff.” from the report
Care plan computer system not yet in use
minorThe provider was introducing a computer-based care plan system, which the manager hoped would be operational within a month. Ask whether it was introduced and whether it is still used effectively.
“The registered manager told us that the provider was in the process of implementing a computer based care plan system which would allow staff to record information on people's assessed care needs and risks in a timely manner using a portable tablet devise.” from the report
- 01Are there still any care staff vacancies, and how do you make sure staffing levels meet residents' needs on every shift?
- 02What action was taken after the missing signature on the medicines record, and how are medicines records checked now?
- 03Was the computer-based care plan system introduced, and how are changes in people's needs recorded and shared with staff?
- 04How are relatives involved in care plan reviews and decisions about their family member's care?
- 05What activities are currently available for people with dementia, physical disabilities or different interests?
This was an unannounced inspection of the overall service, covering all five CQC questions and reviewing care, staffing, medicines, records and management systems. This explanation was written from the published report of 21 September 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 Queen Elizabeth House
2 rated inspections over 2 years: the service has held its Good rating throughout.
- November 2020Inspected but not ratedcurrent ratingSafe: Inspected but not rated
- September 2017Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- September 2015GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- December 2013
Report published without a new overall rating.
- August 2013
Report published without a new overall rating.
- July 2013
Report published without a new overall rating.
- September 2012
Report published without a new overall rating.
- December 2010
Registered with the Care Quality Commission on 7 December 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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At least 100 live-in carers within about an hour of Bromley
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 £1,260 a week. 83 can care for a couple. 11 years' experience on average.
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