CQC report explained · a residential care home
What the CQC found at The Shieling
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors found enough skilled staff, suitable recruitment checks, risk assessments and safe medicines systems. The home also reviewed incidents and used learning to improve safety.
- Effective?
- Good
- Staff received relevant training, induction and regular supervision. People's health, nutrition, communication and consent needs were assessed and supported, with referrals to health professionals when needed.
- Caring?
- Good
- People were treated with kindness, dignity and respect. Staff knew people well, encouraged independence and included families in the life of the home.
- Responsive?
- Good
- Care plans were personalised and reviewed when people's needs changed. People were supported with activities, community access, relationships and communication in ways suited to them.
- Well-led?
- Good
- Managers promoted an open and inclusive culture. Governance checks, staff meetings and partnership working helped the home monitor quality, safety and people's changing needs.
What inspectors found, August 2023
Rated Good; inspectors found safe, kind and personalised care, with some end-of-life records being updated.
The inspection was unannounced and took place on 28 July 2023. One inspector spoke with a resident, relatives, advocates, managers and staff. They also observed care and checked care records, medicines, recruitment records, safety records and audits.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found enough suitably skilled staff, safe medicines management, personalised support and good links with health professionals.
People were supported to make choices, build independence, enjoy activities and keep in touch with family and friends. Staff understood people's communication needs and relatives and advocates said staff were kind, approachable and responsive.
The overall Good rating means inspectors found consistently good care and management at the time of this inspection. The previous rating was also Good, published on 25 May 2018.
Staffing and safety
Inspectors found enough staff with the right skills and saw evidence that risks, accidents, safeguarding and the environment were managed carefully.
“The service employed enough staff with appropriate skills to meet people's needs and keep them safe.” from the report
Kind and consistent care
People were supported by staff who knew them well and understood their individual needs. Families and advocates described staff as kind, caring and respectful.
“People received kind and compassionate care from staff who knew them well.” from the report
Personalised communication
The home adapted information and communication to people's needs, including using visual prompts, symbols, easy-read information and sign language.
“Staff had made information available to people in accessible formats.” from the report
Choice and independence
People were encouraged to make choices, take part in household routines, develop skills and access activities and the wider community.
“Staff focused on people's strengths and promoted what they could do, so people had a fulfilling and meaningful everyday life.” from the report
Good involvement
Relatives and advocates were involved in care reviews and said managers listened to their views. People also helped make decisions about menus and activities.
“The views of people who lived at the home, their relatives and advocates were sought and listened to.” from the report
End-of-life plans being updated
minorSome end-of-life care plans were being updated because information, including family contacts, had changed. Ask how this work has been completed and how your relative's wishes are recorded.
“The registered manager was in the process of updating these as some information, for example about family contacts, had changed.” from the report
- 01How have you completed the updates to end-of-life care plans, including family contact details?
- 02How would you support my relative's particular communication needs, and what accessible information would you provide?
- 03What activities and community opportunities could my relative take part in, based on their interests and abilities?
- 04How would you involve me and my relative in care reviews and decisions about changing needs?
- 05What health professionals and specialist services would be involved if my relative's physical or mental health needs changed?
This was an unannounced inspection of the care home that considered all five CQC questions and both the premises and care provided; all ratings remained Good from the previous inspection. This explanation was written from the published report of 24 August 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
Rated Good; inspectors found safe, kind and personalised care, with a delay in making new technology available.
The inspection was unannounced and took place on 20 April 2018. Inspectors reviewed care plans, medicines records, audits, training records, complaints and incident records. They spoke with staff, the manager, a healthcare professional and relatives, and observed interactions because most people could not communicate directly with inspectors.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found enough staff, safe medicines practice, suitable care plans, clean surroundings and support for people's health, choices and independence.
The home was still rated Good, as it had been at the previous inspection on 24 February 2016. Inspectors made a recommendation because an interactive whiteboard had been installed but was not yet working. They also noted that discussions about future end of life care still needed to begin.
Safe staffing and medicines
Inspectors found enough staff on duty and saw medicines being given in line with best practice. Medicines were stored securely and staff had their competency checked.
“People received the medicines they required and medicines were stored securely and appropriately.” from the report
Kind and respectful care
Staff knew people well and treated them with dignity. Inspectors saw positive relationships and support for privacy and personal choice.
“People were supported by kind and caring staff.” from the report
Personalised support
Care plans included people's preferences, communication methods, health needs and daily routines. Staff followed these plans in practice.
“People received a service that was responsive to their individual needs.” from the report
Support for independence
People were encouraged to choose their food, clothes and activities and to do tasks for themselves where possible.
“People were encouraged to be independent and make their own choices.” from the report
Technology was not ready
needs fixingAn interactive whiteboard intended to support communication and choice had been installed several weeks earlier but was not operational. Inspectors made a recommendation for resources to be provided more promptly.
“We recommend the registered provider ensures that resources are available in a timely manner to promote people's skill development through the use of new technology.” from the report
End of life discussions
minorThe home was not providing end of life care at the time of inspection. The manager said discussions with staff, people and relatives still needed to start.
“They needed to start discussions on with staff, people and their relatives.” from the report
- 01Has the interactive whiteboard been connected and put into regular use for communication and choice?
- 02What progress has been made on the action plan for new technology and other outstanding improvements?
- 03How does the home now discuss and record people's wishes about end of life care?
- 04How are activities reviewed as people's needs and preferences change with age?
- 05How do you check that staff training remains up to date for each person's specific health and communication needs?
The inspection covered all five quality areas and found each Good; inspectors could not speak to most people because of communication needs, so they used observations and feedback from relatives and professionals. This explanation was written from the published report of 25 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 The Shieling
3 rated inspections over 7 years: the service has held its Good rating throughout.
- August 2023Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- May 2018Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- March 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- January 2015
Report published without a new overall rating.
- October 2013
Report published without a new overall rating.
- May 2013
Report published without a new overall rating.
- October 2012
Report published without a new overall rating.
- October 2010
Registered with the Care Quality Commission on 27 October 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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77 live-in carers within about an hour of Surrey
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 £1,250 a week. 66 can care for a couple. 11 years' experience on average.
“Without his support we wouldn't have been able to navigate bringing and keeping Dad at home.”
“Not only has she looked after him beautifully, she has also been great company for him with lively conversation, kindness and humour.”
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.