CQC report explained · a residential care home
What the CQC found at Urmston House
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors were assured about infection prevention and control, including PPE, testing, cleaning, visiting arrangements and outbreak management. They also found COVID-19-related staffing pressures, which were being monitored through weekly updates.
- Effective?
- Outstanding
- This area was not assessed in this targeted inspection.
- Caring?
- Good
- This area was not assessed in this targeted inspection.
- Responsive?
- Good
- This area was not assessed in this targeted inspection.
- Well-led?
- Good
- This area was not assessed as a separate rating in this targeted inspection, although inspectors noted that the registered manager understood infection control guidance and had worked with local public health bodies.
What inspectors found, January 2022
Inspected but not rated; inspectors found strong infection control during a COVID-19 outbreak, but staffing pressures were being monitored.
This was an unannounced, targeted inspection on 18 January 2022. Inspectors looked mainly at infection prevention and control during a COVID-19 outbreak. They also asked about staffing pressures.
Inspectors were assured that the home was managing infection risks well. Visitors were screened, PPE was available, staff had extra infection control training, and cleaning and outbreak plans were in place. The home was also meeting COVID-19 vaccination requirements for relevant staff and visitors.
There were staffing pressures because of COVID-19-related absence. On the inspection day, two staff were absent at short notice and the registered manager could not cover this directly. The manager and team leader worked alongside care staff, and the home agreed to send weekly staffing updates to the CQC.
The service was inspected but not rated. This means the inspection did not give an overall quality rating or a full rating for all five areas of care.
Infection control
Inspectors were assured that the home had suitable arrangements for preventing and managing infection. These included PPE, testing, cleaning and up-to-date policies.
“We were assured that the provider was making sure infection outbreaks can be effectively prevented or managed.” from the report
Staff training and PPE
Staff had extra training in infection prevention and how to use PPE safely. There was enough PPE and safe disposal was available.
“All staff had received additional infection prevention and control training, which included the correct way for staff to put on and take off personal protection equipment.” from the report
Family confidence
Relatives told inspectors they were very positive about the care and support, and felt their family members were safe during the pandemic.
“We spoke with three relatives who were very complimentary about the care and support that was in place and the way the staff and the registered manager had managed the pandemic.” from the report
Activities and contact
People continued to have activities, access to the garden and contact with family and friends, including during restrictions linked to the outbreak.
“People were supported with regular activities in the home and their local community.” from the report
Staff absence
needs fixingThe home was under staffing pressure because of COVID-19 absence. Two staff were absent at short notice on the inspection day, so the registered manager and team leader worked alongside care staff and agency staff were used.
“On the day of the inspection two staff had contacted the service at short notice and the registered manager was unable to cover the absence.” from the report
- 01What are current staffing levels, and are COVID-19-related absence pressures still affecting the home?
- 02How often are agency staff being used, and how are they introduced to each person's needs?
- 03What happened after the agreement to provide weekly staffing updates to the CQC?
- 04How are visits managed if there is another COVID-19 outbreak?
- 05How do you check that PPE use, cleaning and infection control remain effective?
This was an unannounced targeted inspection of infection prevention and control and staffing pressures during a COVID-19 outbreak; it did not provide a full rating of all five areas of care. This explanation was written from the published report of 26 January 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, July 2018
Urmston House was rated Good overall; inspectors found outstandingly effective support, safe care and a strong focus on independence.
This was an unannounced inspection on 22 and 24 May 2018. The inspector reviewed care records, staffing, medicines, training, policies and other records. They spoke with staff, the manager, relatives and health professionals, and observed people and staff because people could not describe their experiences verbally.
The home was rated Good overall. It was rated Good for Safe, Caring, Responsive and Well-led. Effective was rated Outstanding. Inspectors found enough staff, safe medicines, suitable risk assessments and kind, personalised support.
The strongest area was how the home adapted its building, training and support to individual needs. Examples included changes for people with visual impairment, reducing falls, supporting someone to return from hospital and helping people make choices and live more independently.
At the previous inspection in January 2016, all areas were rated Good. The earlier concern about not always having a team leader at night had been addressed. However, many staff had left during the previous year, leading to increased use of agency and bank staff, although the report says this was settling down.
Skilled and tailored support
Training was adapted to the needs of the people living at the home. Staff had time to get to know people's routines, communication and signs of distress.
“The registered manager was proactive in ensuring the training was suitable with bespoke training being organised.” from the report
Respectful care
Staff used people's preferred names, offered choices and respected privacy, dignity and requests for time alone. Relatives described the care as kind and highly consistent.
“During our observations, we saw positive interactions between people and staff.” from the report
Good response to changing needs
The home adapted a bedroom, installed equipment and trained staff so one person could return from hospital. Staff also used individual communication tools and plans to understand people who could not speak about their needs.
“This showed how the staff had been very proactive in responding to a person's changing needs enabling them to return to the home where they felt settled and safe.” from the report
Safety arrangements
The home had suitable risk assessments, safe medicines procedures, safeguarding arrangements and emergency plans. The previous issue about having a team leader at night had been addressed.
“During this inspection, we were told that there was always a team leader working in the home alongside staff throughout the day and night.” from the report
Staff turnover
needs fixingTwenty-four of the 30 team members had resigned or been dismissed in the previous 12 months. This led to increased use of agency and bank staff, which could affect continuity even though the report says usage was reducing.
“Over the last twelve months 24 of the 30 team had resigned or had been dismissed.” from the report
- 01How many permanent staff currently support residents, and how often are agency or bank staff used?
- 02How do you make sure agency and bank staff understand each person's communication, routines and risks?
- 03Is there still a team leader working in the home at all times, including overnight?
- 04What bespoke training do staff receive for challenging behaviour, visual impairment and each person's medical needs?
- 05How are families involved when a person's health or support needs change, including during hospital stays?
This was an unannounced inspection covering all five CQC questions; inspectors also noted that people could not verbally describe their experiences, so they used observation and views from relatives and professionals. This explanation was written from the published report of 6 July 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. The report was longer than we could read in one go; the later sections may not be reflected.
Every inspection of Urmston House
2 rated inspections over 2 years: the service has held its Good rating throughout.
- January 2022Inspected but not ratedcurrent ratingSafe: Inspected but not rated
- July 2018Goodstayed GoodSafe: GoodEffective: OutstandingCaring: GoodResponsive: GoodWell-led: Good
- March 2016GoodSafe: Requires improvementEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- May 2014
Report published without a new overall rating.
- June 2013
Report published without a new overall rating.
- November 2012
Report published without a new overall rating.
- April 2011
Report published without a new overall rating.
- December 2010
Registered with the Care Quality Commission on 22 December 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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40 live-in carers within about an hour of Bristol, City of
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 £1,300 a week. 34 can care for a couple. 11 years' experience on average.
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