CQC report explained · a residential care home
What the CQC found at Tozer House
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People's risks were assessed and managed, including choking, fire safety, falls and distress in busy places. Medicines, safeguarding, infection control and incident reporting were also found to be managed safely.
- Effective?
- Good
- This area was not covered by this focused inspection.
- Caring?
- Good
- This area was not covered by this focused inspection, although inspectors observed kind, respectful and person-centred interactions.
- Responsive?
- Good
- This area was not covered by this focused inspection, although the report describes support for people's choices, relationships, activities and personal goals.
- Well-led?
- Good
- Management systems had improved. Care records, medicines, maintenance and staff support were monitored more consistently, and people, relatives and staff were encouraged to give feedback.
What inspectors found, October 2022
Tozer House was rated Good; inspectors found safe, kind and person-centred care, with staffing pressure still a concern.
This was an unannounced focused inspection on 12 and 18 August 2022. Inspectors checked whether earlier problems with safe care and management had been fixed. They spoke with seven people, four relatives and eight staff, and reviewed care, medicine, staff and management records.
The home was rated Good for Safe and Well-led. Inspectors found that risks such as choking, fire safety and falls were better managed. Medicines, care records, incidents and maintenance were checked more effectively than at the previous inspection.
People were supported to make choices, stay independent and keep relationships with others. Inspectors saw kind and respectful care. The home had improved from Requires Improvement at the last inspection and was no longer in breach of regulations.
Choice and independence
People were supported to make decisions, choose activities and places to visit, and take part in managing risks in ways that promoted independence.
“People were supported to have the maximum possible choice, independence and control over their lives.” from the report
Kind and respectful care
Inspectors found compassionate care that respected people's privacy, dignity, human rights and individual strengths.
“People received kind and compassionate care. Staff respected and promoted people's dignity, privacy and human rights.” from the report
Safer risk management
The home had improved its management of choking, fire safety, falls and other risks. Staff understood people's individual needs and how to reduce harm.
“People assessed as at risk of choking were supported by staff who knew them well, understood their risks and how to minimise them.” from the report
Improved oversight
Management systems for medicines, maintenance and care records had been revised. The home used audits and regular reviews to identify and address problems.
“The registered manager had reviewed and revised their quality assurance systems to improve oversight of maintenance, medicines and people's records.” from the report
Open culture
Managers were approachable and staff felt able to raise concerns. People and relatives were involved in meetings and could give feedback about the service.
“Managers were visible in the service, approachable and took a genuine interest in what people, staff, family, advocates and other professionals had to say.” from the report
Staff vacancies and pressure
minorThe home had vacancies and staff said staffing was one of their biggest challenges. Although inspectors found enough staff on shifts, some staff described pressure that could cause tiredness and loss of concentration.
“People get the care they deserve but it puts the pressure on the staff. This can make you tired and lose concentration.” from the report
- 01How many staff vacancies are there now, and how do you make sure tiredness and pressure do not affect care?
- 02How are choking risks recorded and checked, including the right food textures and support at mealtimes?
- 03How often are medicines audits completed, and how are any errors or storage problems followed up?
- 04How often will my relative's care records and support plans be reviewed and updated?
- 05How will visits and activities be managed if there is another infection outbreak?
This was a focused inspection of Safe and Well-led only; the other three key question ratings were not covered by this inspection. This explanation was written from the published report of 11 October 2022 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, March 2021
Tozer House was inspected but not rated; inspectors were assured about infection control, but staff changing arrangements needed review.
This was an unannounced, targeted inspection on 16 March 2021. It looked only at infection prevention and control during the COVID-19 pandemic.
Inspectors were assured that visitors, admissions, testing, shielding, social distancing, hygiene and outbreak arrangements were being managed safely. Staff understood their infection control responsibilities and people were supported to keep in touch with relatives.
Inspectors identified one arrangement to review. Staff had to pass through communal areas when changing clothes and putting on personal protective equipment. The registered manager agreed to review this, and the provider was directed to further infection control resources.
The service was inspected but not rated. This report does not give an overall quality rating or ratings for the other areas of care.
Infection control
Inspectors were assured that the home had arrangements to prevent and manage infections, including during outbreaks.
“We were assured that the provider was making sure infection outbreaks can be effectively prevented or managed.” from the report
Visiting arrangements
Visits were arranged in advance, with testing and temperature checks. Visitors could also walk locally with their relative.
“There was clear communication with visitors, arrangements for visiting were by appointment only with a room was set aside for visits.” from the report
Family communication
People were supported to stay in contact with their families during the pandemic. Relatives were kept informed during the outbreak when they could not visit.
“People told us they were able to keep in touch with their families through the pandemic and they had been well supported by staff.” from the report
Staff knowledge
Staff understood their infection prevention responsibilities and received information and support from managers during the outbreak.
“Staff were knowledgeable about their responsibilities with infection prevention and control.” from the report
Staff changing route
needs fixingStaff had to pass through communal areas when changing clothes and putting on personal protective equipment. The manager agreed to review this arrangement to reduce the risk.
“Arrangements for staff to change their clothes and put on personal protective equipment meant that they had to pass through communal areas first.” from the report
- 01What changes were made to the arrangements for staff to change clothes and put on personal protective equipment?
- 02How do staff now avoid passing through communal areas when changing clothes or putting on personal protective equipment?
- 03How are visits currently arranged, including testing and temperature checks?
- 04How does the home manage infection outbreaks and keep relatives informed when visits cannot take place?
This was a targeted inspection of infection prevention and control only; the service was inspected but not rated and the other areas of care were not assessed. This explanation was written from the published report of 24 March 2021 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 Tozer House
4 rated inspections over 7 years: the service has improved, from Requires improvement to Good.
- October 2022Goodcurrent ratingSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- March 2021Inspected but not ratedSafe: Inspected but not rated
- January 2020Requires improvementdown from GoodSafe: Requires improvementWell-led: Requires improvement
- April 2017Goodup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- March 2016Requires improvementSafe: Requires improvementEffective: GoodCaring: GoodResponsive: GoodWell-led: Requires improvement
- June 2013
Report published without a new overall rating.
- September 2012
Report published without a new overall rating.
- November 2010
Registered with the Care Quality Commission on 19 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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28 live-in carers within about an hour of West Sussex
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 £1,020 to £1,170 a week. 23 can care for a couple. 11 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.