CQC report explained · a residential care home
What the CQC found at The Hermitage
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors found that risks, medicines, safeguarding and infection control were managed safely. There had been some days when staffing was below the ideal level, although staff were still able to keep people safe.
- Effective?
- Good
- Staff were trained and supported, and care plans reflected people's needs and choices. People received support with food, health appointments and decisions about their care.
- Caring?
- Good
- Staff knew people well and provided kind, respectful support. People were encouraged to make choices, communicate in their preferred ways and be as independent as possible.
- Responsive?
- Good
- Care was personalised and people were supported with their interests, relationships and access to the community. Information was provided in formats people could understand.
- Well-led?
- Good
- Managers used audits, meetings and daily discussions to monitor the service. Inspectors found a warm and positive atmosphere, although some staff said communication and relationships with management could improve.
What inspectors found, February 2023
Rated Good; inspectors found kind, personalised care, with some days when staffing was below the ideal level.
The inspection took place over four visits in August and October 2022. One inspector spoke with four people, one relative and seven staff members. They also reviewed care records, medicines records, staff files and management records.
The home supports up to seven people with a learning disability and/or autism. All seven places were occupied. People appeared happy and content, and inspectors found care was safe, effective, caring, responsive and well-led.
The inspection was prompted partly by concerns about person-centred care, staffing, choice and control, and a closed culture. Inspectors found no evidence that people were at risk of harm from these concerns. The home kept its previous Good rating from 2018.
Choice and independence
Staff encouraged people to do what they could for themselves and supported them with daily activities, hobbies and personalising their rooms.
“The provider supported and encouraged people to be as independent as possible.” from the report
Kind and respectful care
Inspectors found that staff knew people well, respected their privacy and dignity, and supported them to make decisions.
“People received kind and compassionate care. Staff protected and respected people's privacy and dignity.” from the report
Communication
Staff understood how people communicated, including individual signs, gestures and other communication methods.
“Each person had a very detailed communication profile which included how staff needed to communicate with them” from the report
Community and relationships
People were supported to enjoy interests, visit the local community and maintain important relationships with relatives.
“People were in control of their lives and what they did on a day to day basis.” from the report
Staffing levels
needs fixingThere had been some days when staffing levels were below the ideal level. Recruitment was continuing, including checks for a permanent cook.
“There had been some days when staffing levels were below the ideal level to support people.” from the report
Communication with managers
minorSome staff felt communication and relationships with management could be better. The provider knew about this and was taking action during the inspection.
“Some staff felt communication and relationships with management could be improved.” from the report
- 01What staffing level will be in place on the days my relative needs the most support?
- 02How is recruitment progressing, and how will staff cover any vacancies or absences?
- 03What action has been taken to improve communication and relationships between staff and managers?
- 04How will you learn and use my relative's preferred communication methods?
- 05How will my relative be supported to maintain their interests, community activities and relationships?
This was a comprehensive inspection covering all five key questions and infection prevention and control; the previous overall rating was Good, published on 29 August 2018. This explanation was written from the published report of 1 February 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, August 2018
Rated Good; inspectors found safe, kind and personalised care, with some records needing attention.
Inspectors visited the home on 24 and 30 July 2018 and telephoned relatives on 31 July. They spoke with relatives, managers and care staff, observed people, looked around the home and reviewed care, staff and management records.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found people were protected from abuse, supported by trained staff, given suitable food and healthcare, and treated with kindness and respect.
The home had personalised care plans, accessible communication tools and activities that supported people's independence and community involvement. Inspectors also found a positive management culture and systems to monitor quality.
There were two minor points to note. Written records of medicine checks were not available, and the electrical installation certificate could not initially be found. An electrical inspection was arranged during the inspection.
Personalised support
Care records described people's needs, routines and preferred support in detail. People and relatives were involved in reviewing care and setting goals.
“Care records were personalised and detailed support needs, routines important to people and how they wished to be supported.” from the report
Kind and respectful care
Staff understood people's communication needs and treated them with dignity. Inspectors saw people who appeared comfortable with staff.
“People had developed positive relationships with staff. We observed people were comfortable in the company of staff.” from the report
Skilled staff
Training included safeguarding, first aid, fire safety, autism and equality and diversity. Staff also received supervision and appraisals.
“The provider's training team monitored all staff training requirements and the service had a schedule in place to ensure training did not lapse.” from the report
Support for independence
People were supported to make choices, communicate in their preferred ways and take part in household tasks, activities and community life.
“People were encouraged to be as independent as possible.” from the report
Positive leadership
Inspectors found an open culture, regular quality checks and a focus on learning across the organisation.
“The home had a positive culture that was open and inclusive.” from the report
Medicine audit records
minorStaff said regular medicine checks took place, but there was no written record of those checks available to inspectors. Families should ask how these checks are now recorded.
“However no written record of these checks were available.” from the report
Electrical safety document
minorThe manager could not initially find the electrical installation certificate. An inspection was arranged on the second day, so families may want to confirm that the required documentation is now in place.
“The manager was unable to locate the electrical installation certificate and took immediate action to ensure an appropriate review was carried out.” from the report
- 01How are medicine audits recorded now, and can you show us the records?
- 02What was the outcome of the electrical installation inspection carried out during the inspection?
- 03How was the change from the previous registered manager to the new manager managed?
- 04How will you make sure care plans continue to reflect each person's routines, communication needs and goals?
- 05How are people and relatives involved in reviewing care and giving feedback?
This inspection reviewed all five CQC areas and found that the Good ratings from the previous inspection continued. This explanation was written from the published report of 29 August 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 The Hermitage
3 rated inspections over 7 years: the service has held its Good rating throughout.
- February 2023Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- August 2018Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- April 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- April 2014
Report published without a new overall rating.
- June 2012
Report published without a new overall rating.
- July 2011
Report published without a new overall rating.
- January 2011
Registered with the Care Quality Commission on 10 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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46 live-in carers within about an hour of Sunderland
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 £950 to £1,210 a week. 42 can care for a couple. 10 years' experience on average.
“Petty introduced herself to Mum every time she was caring for her and responded very quickly to Mum if she was distressed in the night.”
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.