CQC report explained · a residential care home
What the CQC found at Terrington Lodge
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors found that risks were assessed and reviewed, medicines were managed safely and there were enough staff to meet people's needs. Recruitment had been difficult, but the home had paused new admissions to maintain staffing ratios.
- Effective?
- Good
- People's needs were assessed and reviewed, and staff had relevant training and support. People had access to food, drinks and healthcare, and staff followed the principles of consent and best-interest decision-making.
- Caring?
- Good
- People and relatives described staff as kind, calm and patient. Inspectors observed respectful interactions and found that privacy, dignity, independence and people's choices were promoted.
- Responsive?
- Good
- Care plans were personalised and staff understood people's routines, preferences and needs. People were supported with activities, communication, family contact, complaints and end of life care.
- Well-led?
- Good
- People, relatives and staff gave positive feedback about the management. Audits, meetings, surveys and action plans were used to monitor quality and make improvements.
What inspectors found, October 2019
Rated Good; inspectors found safe, kind and personalised care, with minor improvements suggested around mealtimes and staff recruitment.
The inspection was unannounced and took place on 10 September 2019. One inspector and an Expert by Experience spoke with people living in the home, relatives, staff, a manager and a healthcare professional. They also observed care, activities and mealtimes, and checked records and systems.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found enough staff to meet people's needs, safe medicines practices, suitable care planning, kind staff and good access to activities and healthcare.
People were supported to make choices and maintain their independence, privacy and dignity. Relatives said they felt involved and listened to. The home had systems for checking quality, learning from incidents and making improvements.
This was the same overall rating as the previous inspection, published on 31 January 2017. A Good rating means inspectors found the service met the relevant standards at the time of this inspection, but it does not mean that every aspect was perfect.
Safe care
Risks such as falls, pressure ulcers and eating and drinking were assessed and managed. Medicines were stored, administered and checked safely.
“People's care records showed that risks in their daily living were assessed and mitigated.” from the report
Kind and respectful staff
People and relatives praised staff's attitude. Inspectors saw warm, positive interactions and found that staff respected privacy and dignity.
“People were treated with kindness and compassion.” from the report
Personalised support
Care plans reflected people's likes, dislikes, routines and communication needs. People were encouraged to make choices and remain independent.
“Care plans were individualised and identified key information about the person.” from the report
Good management
The manager was described as available and willing to listen. The home used audits, feedback and action plans to improve care.
“The registered manager had a programme of audits which assisted them to identify any shortfalls and address them promptly.” from the report
Recent recruitment difficulties
minorInspectors noted that the provider had struggled to recruit staff recently. Staffing levels were maintained, partly by pausing new admissions, so families should ask how this is being managed now.
“People and relatives told us they felt that there were enough staff to provide support in a timely way, however had noticed that the provider had struggled to recruit new staff recently.” from the report
Small mealtime improvements
minorInspectors suggested making the biscuit choice and presentation more person-centred. This was described as an improvement to the mealtime experience rather than a safety concern.
“using plates to serve people biscuits and allowing people to choose what type of biscuit they prefer” from the report
- 01How have staffing and recruitment changed since the inspection, and are there currently enough permanent staff for people's needs?
- 02How are residents given choices about meals, snacks and where they eat?
- 03How often are care plans reviewed with residents and their relatives?
- 04What activities are available for people who spend much of their time in bed or prefer one-to-one support?
- 05How does the home respond when a relative raises a complaint or concern?
This was a planned inspection covering all five CQC questions, including the premises and care provided; all five ratings remained Good. This explanation was written from the published report of 19 October 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.
What inspectors found, January 2017
Terrington Lodge is rated Good; inspectors found kind, safe care, but some care plans lacked full detail and people could wait at tea time.
This was an unannounced comprehensive inspection on 22 November 2016. Inspectors spoke with people, relatives and staff, observed care, and checked care records, medicines records, staff files and quality checks.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found enough staff overall, safe medicines support, suitable training, good attention to health and nutrition, and kind and respectful care.
There were some weaknesses. Several care plans did not explain people’s support needs in enough detail. At tea time, some people could wait for help because one care worker was helping with meals. The manager agreed to review staffing and care plans.
Kind and respectful care
People were treated with kindness, and staff respected their choices, privacy and independence.
“People were looked after by kind and attentive staff.” from the report
Safe medicines support
Staff were trained and assessed as competent to give medicines. Records showed that medicines were given as prescribed.
“People were helped to take their medicines safely by staff who were trained and assessed to be competent with this aspect of people's care.” from the report
Health and nutrition
The home supported people with eating and drinking, individual diets and access to healthcare professionals.
“People were supported to eat and drink sufficient amounts of food and drink.” from the report
Open management
The manager was available and welcomed feedback from people, relatives and staff. Quality monitoring systems were in place.
“There was a registered manager in post who had developed an open culture in the home and welcomed ideas for improvement.” from the report
Care plan detail
needs fixingSome care plans did not explain clearly enough how staff should meet people’s needs. The manager said all care plans would be reviewed.
“Some care plans that we looked at did not always provide detailed information on how people's care needs were to be met.” from the report
Waiting at tea time
needs fixingStaffing was generally enough, but there could be one fewer care worker on the floor at tea time. This meant some people might wait for assistance.
“sometimes people had to wait for their needs to be met around tea time” from the report
- 01Have all care plans been updated so they clearly state the equipment, timing and support each person needs?
- 02What staffing arrangements are now in place at tea time, and how do you prevent people waiting for help?
- 03How will you support my relative’s particular dietary needs, food preferences and eating arrangements?
- 04How are relatives involved in care assessments and reviews if a person cannot take part themselves?
- 05What activities are currently available, and how are they matched to each person’s interests?
This was an unannounced comprehensive inspection covering all five questions, with all five ratings given as Good. This explanation was written from the published report of 31 January 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 Terrington Lodge
2 rated inspections over 3 years: the service has held its Good rating throughout.
- October 2019Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- January 2017GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- December 2014
Registered with the Care Quality Commission on 3 December 2014.
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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13 live-in carers within about an hour of Norfolk
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 £990 to £1,120 a week. 9 can care for a couple. 14 years' experience on average.
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.