CQC report explained · a residential care home
What the CQC found at 89 Hastings Avenue
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Outstanding
- People helped create personal safe guides using pictures, video and British Sign Language. Risks were managed carefully while people were supported to try activities such as holidays, swimming and rock climbing.
- Effective?
- Outstanding
- Care plans gave detailed, person-specific guidance. Staff worked with health professionals to improve people's mobility, diet, communication and access to healthcare.
- Caring?
- Outstanding
- Staff knew people very well and communicated in ways that included them. People were supported to make choices, develop relationships and become more independent.
- Responsive?
- Outstanding
- Support was built around each person's goals, interests and preferences. Reviews were adapted so people could take part in ways that suited them.
- Well-led?
- Outstanding
- The management and staff shared a clear aim of helping people live as independently as possible. Quality checks, staff learning and feedback were used to improve the service.
What inspectors found, April 2019
SENSE - 89 Hastings Avenue was rated Outstanding; inspectors found exceptionally safe, effective, caring, responsive and well-led support, with a few areas still being developed.
This was a planned inspection on 6 and 7 February 2019. One inspector reviewed records, including a care plan, risk assessments, medicine records and incident logs. They spoke with one person, staff, relatives and health professionals, and observed care and interactions.
The home supported four people with sensory, physical and learning needs. Inspectors found that people had choice, built independence and took part in activities, work, education, holidays and friendships. Staff adapted communication, care plans, equipment and routines to each person.
All five CQC areas were rated Outstanding: safe, effective, caring, responsive and well-led. The home had improved from an overall Good rating at the previous inspection in July 2016, when caring was already Outstanding.
Choice and independence
People were involved in choosing staff, setting goals and deciding how they spent their time. Staff supported people to take more control of medicines, personal care and daily activities.
“People were supported to be as active and involved in their support as possible and the staff used innovative ways to make this possible.” from the report
Accessible communication
Staff used people's own signs, pictures, tablets and other communication tools. This helped people express choices, understand information and take part in decisions.
“Staff signed with one another at all times so that people were included and knew what they were saying.” from the report
Safe, positive risk-taking
The home managed risks while helping people try activities they valued. Risk assessments included professional advice and were adapted to people's communication needs.
“Risk assessments were extremely thorough and gave detailed guidance, incorporating professional's advice, with pictures and sign language for staff to follow.” from the report
Strong outcomes
People made significant progress in areas such as weight, mobility, communication, confidence and access to the community. Staff worked consistently with families and professionals to support these goals.
“People were challenged and encouraged to achieve their goals and there had been remarkably positive and consistent outcomes for people.” from the report
Personalised support
The home tailored care plans, staff rotas, training and equipment to the people living there. People were supported to choose activities, holidays, food and relationships.
“Care and support was flexible, responsive and truly person-centred; the service revolved around the people it supported.” from the report
End of life wishes
minorStaff understood the importance of discussing people's wishes but were still considering how best to have these sensitive conversations with people.
“However, they understood that it was a sensitive topic and were in discussion with their quality team on how best to approach the area with people.” from the report
One care plan being completed
minorOne care plan still needed more information and pictures. This was linked to the person's wish to take photographs and choose the pictures themselves.
“One care plan was awaiting more information and pictures because the person wanted to take the photographs and choose the pictures for it themselves.” from the report
Complaint information in British Sign Language
minorThe complaints procedure was available in an easy-read picture format. A British Sign Language version was still being filmed when inspectors visited.
“There was a complaints procedure in an easy read, pictorial form and staff were in the process of filming a version of this in British Sign Language to be shown to people.” from the report
- 01How would you adapt communication for my relative, including their preferred signs, pictures or technology?
- 02How would you support my relative to take positive risks while keeping them safe?
- 03What goals would you help my relative set, and how would you measure their progress?
- 04How would my relative take part in care plan reviews and decisions about their support?
- 05How do you now discuss and record people's end of life wishes?
This was a planned inspection covering all five CQC questions, including the care, support and premises; inspectors reviewed one person's care plan and spoke with one person. This explanation was written from the published report of 4 April 2019 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 89 Hastings Avenue
2 rated inspections over 3 years: the service has improved, from Good to Outstanding.
- April 2019Outstandingcurrent ratingup from GoodSafe: OutstandingEffective: OutstandingCaring: OutstandingResponsive: OutstandingWell-led: Outstanding
- July 2016GoodSafe: GoodEffective: GoodCaring: OutstandingResponsive: GoodWell-led: Good
- February 2014
Report published without a new overall rating.
- February 2013
Report published without a new overall rating.
- November 2010
Registered with the Care Quality Commission on 29 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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39 live-in carers within about an hour of Kent
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. 33 can care for a couple. 12 years' experience on average.
“Always on time and with a lovely smile for my mum. Theresa is kind and sensitive to my mum's needs.”
“Irene was a very kind and empathetic carer who knew just the right words to say to put a smile on my face.”
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.