CQC report explained · a residential care home
What the CQC found at 19 Haymill Close Shortbreak Service
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors found enough staff, safe safeguarding and risk arrangements, suitable infection control and generally safe medicine systems. Some medicine guidance and records were not consistently up to date, but the manager said these issues were addressed promptly.
- Effective?
- Good
- This question was not reviewed in this focused inspection. Its rating was carried forward from the previous inspection.
- Caring?
- Good
- This question was not reviewed in this focused inspection. Its rating was carried forward from the previous inspection.
- Responsive?
- Good
- Support was personalised and matched people's needs, preferences and communication methods. Staff supported activities, relationships and contact with other services.
- Well-led?
- Requires improvement
- Managers were approachable and the culture was person-centred, but systems did not always ensure that records and audit actions were accurate, complete and up to date.
What inspectors found, March 2023
Support for Living Limited - 19 Haymill Close Shortbreak Service is Rated Good; care was safe and personalised, but record-keeping and oversight need improvement.
This was a focused inspection. An inspector and an Expert by Experience visited on 17 January 2023. They spoke with staff, relatives and professionals, and checked care plans, medicine records, incident records and management checks.
Inspectors rated the home Good for Safe and Responsive. They found enough trained staff, safe medicine systems, suitable infection control, personalised support and activities that matched people's interests. Staff understood people's communication needs and worked with other agencies.
The home was rated Requires Improvement for Well-led. Some records were not consistently complete, clear or up to date. This included guidance for occasional medicines, medicine records when people went to other services, fire safety actions, freezer checks and the recording of actions from audits.
The overall rating stayed Good. This was because the inspection only reviewed Safe, Responsive and Well-led, while the other ratings were carried forward from the previous inspection. The previous overall rating was Good, published in 2018.
Personalised support
Staff understood people's individual needs and preferences. Relatives and professionals described the support as person-centred and well organised.
“People received care and support that met their individual needs and preferences.” from the report
Activities and relationships
People were supported to enjoy outings and leisure activities, attend other services and maintain important relationships.
“Staff supported people to participate in social and leisure interests when they came to stay.” from the report
Staffing and continuity
There were enough staff to meet people's needs and keep them safe. The report also found a stable staff and management team.
“There was a stable staff and management team in place to provide people with some continuity of service.” from the report
Positive culture
Managers were visible and approachable, and staff worked as a team. Families and professionals generally spoke positively about the management.
“Managers and staff promoted a positive, person-centred culture at the services.” from the report
Medicine records and guidance
needs fixingGuidance was not always up to date for occasional medicines. Records were also not always clear when people took medicines to another service. The manager said these points were addressed promptly.
“There was not always up to date guidance in place for staff on when to provide this support.” from the report
Safety and audit records
needs fixingRecords did not always clearly show actions taken after fire safety checks, freezer temperature checks or monthly audits. Inspectors found no evidence that people had been harmed, but said this could lead to inconsistent support.
“Recording issues meant there was a risk some people might receive inconsistent support.” from the report
Bathroom repair
minorA bathroom cabinet was in poor repair during the visit. The home provided evidence shortly afterwards that it had been replaced.
“We found a bathroom cabinet was in a poor state of disrepair when we visited.” from the report
- 01What changes have you made to keep guidance for occasional medicines up to date for each person?
- 02How do you now record medicines taken to day services or other settings?
- 03How do you check and record freezer temperatures, fire safety actions and the completion of audit actions?
- 04What evidence can you show that the record-keeping problems found in this inspection have stayed improved?
- 05How can families raise concerns, and how will you make sure they receive a clear response?
This was a focused inspection of Safe, Responsive and Well-led, including infection prevention and control; Effective and Caring were not inspected and the other ratings were carried forward from the previous inspection. This explanation was written from the published report of 4 March 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, May 2018
Support for Living Limited - 19 Haymill Close Shortbreak Service was rated Good; inspectors found caring, personalised respite support with some staffing and family involvement issues.
This was an announced inspection on 23 February and 5 March 2018. One inspector and an expert-by-experience reviewed care records, medicines records, staff records and information from people, relatives, staff and a social care professional.
The home supported 22 people through planned or emergency respite care. It could accommodate up to three people overnight. Inspectors found good arrangements for safeguarding, risk management, medicines, staff training, personalised care and communication.
All five areas were rated Good: Safe, Effective, Caring, Responsive and Well-led. This was the same overall rating as at the previous inspection. The home was being refurbished, and the manager was recruiting more permanent staff and restarting opportunities for relatives to meet.
Personalised care plans
Care plans gave staff clear information about people's preferences, communication and the support they needed. They also encouraged people to make choices and do things for themselves.
“The care plans are very informative. When you read the care plan you would have a good idea of the person before you met them.” from the report
Support for complex needs
Staff worked with specialist support and psychology teams to support people with complex behavioural needs. The report found this approach was successful.
“The staff worked closely with the provider Certitude's intensive support team and the local authority psychology team to work successfully with people.” from the report
Kind communication
Staff used communication passports, signs, symbols and other information to understand people's wishes. Relatives said staff tried to get to know people's likes and dislikes.
“They seem kind and talk to [service user] even though they don't talk back and try to get to know the customer's likes and dislikes.” from the report
Activities matched to people
Activities were planned around individual interests and could include outings, swimming, cooking, puzzles and using public transport. Staff also helped people try new activities.
“Each person's activity time table is tailored to their likes and wishes.” from the report
Quality monitoring
The manager completed regular audits and the provider's quality team checked the results. Inspectors saw that audit scores had improved and actions were being followed up.
“The registered manager completed comprehensive audits and checks each month.” from the report
Window safety
needs fixingA few ground-floor windows did not have restrictors during the inspection. The manager fitted restrictors to all windows after inspectors raised this.
“We noted that whilst most windows of the single floor bungalow had restrictors, to prevent these from being fully opened to reduce a number of risks, including that of falling from height, a few windows on the ground floor did not.” from the report
Limited family meetings
minorSome relatives said there had not been recent meetings or events and they had missed the usual Christmas party. The manager recognised this and invited relatives to a coffee morning after the inspection.
“Another manager came they never saw us or wrote to us. This new one [registered manager] should hopefully start having parents meeting as it's so isolating.” from the report
One safeguarding notification
needs fixingOne recent safeguarding concern had not initially been reported to the CQC because it was unclear whether it related to the home. The manager sent the notification after the inspection.
“We saw that one recent safeguarding concern had not been flagged to the CQC this was because it was not clear that the concern was with regard to the service.” from the report
Staff language
minorAudits found that some staff had occasionally used inappropriate language in daily notes. Training was arranged to address this.
“The registered manager was actively addressing issues identified through audits and checks.” from the report
- 01How many permanent staff are now working at the home, and how will you ensure familiar staff are available when more people use the service?
- 02What changes were made to the medicines procedures after the concerns mentioned in the report?
- 03How can relatives attend meetings, coffee mornings or other events and give feedback about the service?
- 04What training was provided after concerns about inappropriate language in daily notes?
- 05What changes were made during and after the refurbishment to keep people safe and support their individual needs?
This was an announced planned inspection covering all five CQC areas, and all five ratings were Good; the report says the previous overall rating was also Good. This explanation was written from the published report of 12 May 2018 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 19 Haymill Close Shortbreak Service
3 rated inspections over 7 years: the service has held its Good rating throughout.
- March 2023Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Requires improvement
Read what inspectors found at 19 Haymill Close Shortbreak Service →
- May 2018Goodstayed GoodSafe: GoodResponsive: GoodWell-led: Good
Read what inspectors found at 19 Haymill Close Shortbreak Service →
- January 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- June 2014
Report published without a new overall rating.
- December 2013
Report published without a new overall rating.
- December 2012
Report published without a new overall rating.
- February 2012
Report published without a new overall rating.
- January 2011
Registered with the Care Quality Commission on 21 January 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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At least 100 live-in carers within about an hour of Ealing
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 £1,300 a week. 77 can care for a couple. 11 years' experience on average.
“I can truly say that Peter always put Dad at the centre of everything and I know that they found a great friendship in difficult times.”
“She has an unusual combination of kindness and firmness, is quite unflappable, physically strong, extremely savvy”
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.