CQC report explained · a nursing home
What the CQC found at Queensmount Care Home
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Outstanding
- Inspectors found exceptionally safe care, enough staff and safe recruitment and medicines systems. People were involved in decisions about risks, while staff used training, equipment and help from other professionals to reduce harm.
- Effective?
- Outstanding
- Staff had induction, ongoing training and specialist training. Inspectors found that people's eating, drinking, healthcare, communication and consent needs were understood and supported.
- Caring?
- Outstanding
- Staff showed exceptional kindness, compassion and respect. People were involved in decisions and supported to maintain their dignity, privacy, independence and individuality.
- Responsive?
- Outstanding
- Care plans reflected people's needs, choices, histories and aspirations. The home supported relationships, activities, cultural identity, communication needs and personalised end of life wishes.
- Well-led?
- Outstanding
- Inspectors found open, inclusive and empowering leadership. Quality checks, feedback, complaints and lessons learned were used to improve care, and the home worked with other organisations.
What inspectors found, August 2022
Queensmount Care Home is rated Outstanding; inspectors found exceptionally safe, kind and personalised care.
This was an unannounced inspection on 25 and 27 May 2022. Inspectors spoke with 13 people, five relatives, 17 staff and a doctor. They also observed care and checked care, medicines, recruitment and management records.
The home was rated Outstanding in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found enough suitably checked staff, safe medicines systems, good infection control and strong support for people's health and nutrition.
Care was described as exceptionally kind and person-centred. People were involved in decisions, supported to stay independent and helped to maintain relationships, interests and community links. The home also provided outstanding end of life care.
The overall Outstanding rating means the inspection found care that was consistently better than expected, with exceptional experiences and outcomes for people. The previous rating, published in June 2019, was also Outstanding.
Safe care and risk support
People were involved in managing their own risks and were supported to keep their freedoms. Staff used training, specialist advice and new equipment to reduce falls, skin damage and other risks.
“People were involved in decisions about how their assessed risks were managed, which ensured their freedoms and choices were respected.” from the report
Skilled staff
Staff received induction, ongoing training and extra training linked to people's needs. This included training on falls, sepsis, oral care, diabetes and end of life care.
“Staff completed an induction and had ongoing training and support that enabled them to carry out their roles effectively.” from the report
Kind and respectful care
Staff treated people as individuals and supported their dignity, choices and independence. Inspectors saw a strong culture of kindness and inclusion.
“Staff demonstrated outstanding kindness and compassion which was embedded in the culture of the home.” from the report
Personalised lives and relationships
The home helped people follow interests, stay connected with families and take part in community activities. Staff made imaginative efforts to help people achieve personal wishes.
“The whole staff team were focused on enabling people to fulfil their dreams and ambitions by participating in a 'Never too Late' programme.” from the report
End of life care
End of life support was described as thoughtful, dignified and individual. Staff also supported relatives and responded to people's wishes, including contact with pets.
“Staff were passionate about providing outstanding end of life care that was person centred, and focused on dignity, compassion, kindness and respect.” from the report
Strong leadership
Inspectors found visible leadership, a positive culture and robust quality checks. Staff were encouraged to speak up, learn and improve the service.
“Quality assurance processes were multi layered and robust.” from the report
Inspectors raised no specific concerns in this report.
- 01How would you assess and manage my relative's specific risks while still respecting their choices and independence?
- 02What training and experience do staff have for my relative's nursing or health needs?
- 03How would you support my relative's food, drink, communication and healthcare preferences?
- 04What activities and support would be available to help my relative maintain relationships and interests?
- 05How would you involve our family in advance decisions and end of life care planning if needed?
This was an unannounced inspection covering all five key questions and infection prevention and control; all five previous ratings were also Outstanding. This explanation was written from the published report of 5 August 2022 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, October 2020
Inspected but not rated; inspectors found staffing and infection controls reassuring, but some staff raised concerns about night-time staff coverage.
This was a targeted inspection on 10 September 2020. The inspectors were checking a specific concern about staffing levels, particularly at night, and the effect this might have on people's care. They also checked infection prevention and control during the coronavirus pandemic.
One inspector visited at 6am and spoke with six members of staff. They did not speak with residents because people were still asleep. The inspector also reviewed policies, staffing records, training information and quality checks.
The inspectors found that staffing levels met people's needs, call bells were answered quickly and staff knew how to respond to risks and emergencies. The home was clean and well maintained, and the inspectors were assured about PPE, testing, visiting and infection control.
This visit was not rated. The previous overall rating was Outstanding and the report says it remained Outstanding. The Safe question was also inspected but not rated because only the specific areas of concern were checked.
Staffing arrangements
The home used a staffing calculation tool and provided staffing in line with the hours it indicated were needed.
“Rotas showed that staffing was provided in accordance with the hours the tool indicated were required.” from the report
Risk awareness
Staff knew how to protect people from abuse, manage identified risks and respond in an emergency.
“People were protected from risks because staff were familiar with how to care for people and minimise any risks that had been identified.” from the report
Clean environment
The inspectors found the home clean and well maintained.
“The home was clean and well maintained throughout.” from the report
Infection control
The inspectors were assured about PPE, testing, social distancing, admissions and the home's ability to prevent or manage outbreaks.
“We were assured that the provider was using PPE effectively and safely.” from the report
Staff not always nearby at night
needs fixingSome staff were concerned that moving between floors and doing kitchen duties could leave a small number of people without staff in the immediate area for periods. The manager said pagers and communication arrangements should allow staff to respond quickly.
“Some staff found the requirements to move between floors in the home during the night, as well as undertake some kitchen duties, concerning because this meant there were periods where there were no staff in the immediate vicinity for a small number of people.” from the report
Cover for unexpected absences
needs fixingThe manager said there were occasional difficulties meeting planned staffing levels when staff gave little notice that they could not work. They said cover would be provided whenever possible.
“The registered manager confirmed that there were occasional difficulties in meeting this when staff gave little notice that they were unable to work.” from the report
- 01How do you make sure people are monitored and can get help quickly when staff move between floors at night?
- 02What happens when a member of night staff gives short notice that they cannot work?
- 03How many staff are working on each floor at night, and who provides cover if someone is away from their usual area?
- 04How often are people and staff tested for coronavirus now, and what happens if there is a positive result?
- 05Can we see the findings from the last full inspection, since this visit did not review every area of the service?
This was a targeted inspection of specific staffing concerns and infection prevention and control; it did not review all five questions or change the previous ratings. This explanation was written from the published report of 23 October 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.
Every inspection of Queensmount Care Home
3 rated inspections over 6 years: the service has improved, from Good to Outstanding.
- August 2022Outstandingcurrent ratingSafe: OutstandingEffective: OutstandingCaring: OutstandingResponsive: OutstandingWell-led: Outstanding
- October 2020Inspected but not ratedSafe: Inspected but not rated
- June 2019Outstandingup from GoodSafe: OutstandingEffective: OutstandingCaring: OutstandingResponsive: OutstandingWell-led: Outstanding
- September 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- August 2014
Report published without a new overall rating.
- October 2013
Report published without a new overall rating.
- July 2013
Report published without a new overall rating.
- July 2012
Report published without a new overall rating.
- December 2010
Report published without a new overall rating.
- November 2010
Registered with the Care Quality Commission on 15 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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