CQC report explained · a residential care home
What the CQC found at White Cliffs Lodge
Rated Good: inspectors found the home performing well and meeting their expectations.
What inspectors found, July 2023
Rated Inadequate and placed in special measures; inspectors found serious safety, staffing and management problems despite some kind care.
Inspectors carried out an unannounced comprehensive inspection over two days. They spoke with people, relatives and staff, and checked care records, medicines, staff files and management records.
The home was not always safe. People at risk of choking were not consistently supported as their plans said, incidents were not always reported, and there were concerns about physiotherapy, window restrictors and staffing skills.
The home was rated Inadequate overall, and also Inadequate for Safe and Well-led. Effective, Caring and Responsive were rated Requires Improvement. This means the service was not consistently providing safe, effective, respectful or well-managed care.
The provider was found to be breaching six regulations. The home was placed in special measures and enforcement conditions were imposed. A new management team had started making changes, but these had not yet been shown to be effective.
Kind interactions
Inspectors observed staff being reassuring and kind towards people. People were offered choices about lunch and other aspects of their day.
“We observed kind and caring interactions between people and staff during inspection” from the report
Healthcare access
People were supported to contact healthcare professionals, including GPs, chiropodists and physiotherapists when needs were identified.
“People were referred to healthcare professionals to support their wellbeing.” from the report
Infection control
Inspectors were assured that infection prevention measures, personal protective equipment and outbreak arrangements were being managed appropriately.
“We were assured that the provider was responding effectively to risks and signs of infection.” from the report
Safe recruitment checks
The provider completed pre-employment checks before staff started work, including current Disclosure and Barring Service checks.
“Safe recruitment processes were followed.” from the report
New management changes
The new management team was visible and had started a service development plan. An advocate had also recently been introduced for one person.
“The new home manager and deputy manager were in a transitional period and were clear about the issues identified” from the report
Choking and health risks
seriousPeople at risk of choking were not always supported according to their guidance. One person had several choking incidents and needed first aid, while prescribed physiotherapy was not consistently provided.
“People who were at risk of choking were not always supported in line with their guidance.” from the report
Safeguarding and incident reporting
seriousSome incidents involving possible harm were not recorded or referred to the local safeguarding team. Some staff also had expired safeguarding training.
“We identified incidents that had not been recorded or reported in line with the provider's guidance.” from the report
Insufficient skilled staff
seriousThere were not always enough competent staff with the skills needed to support people. Staff lacked some practical training, including training for de-escalation and physiotherapy support.
“The provider had failed to ensure there were enough competent, skilled, and trained staff deployed to support people.” from the report
Poor management oversight
seriousAudits and other systems did not identify or address important risks. Records about incidents, seizures and people's care were not analysed well enough.
“Governance processes were not effective and did not help to hold staff to account, keep people safe or provide good quality care.” from the report
Privacy and dignity
needs fixingSome people did not have curtains or blinds, and personal belongings and furniture were not always treated with care.
“People's privacy had not consistently been respected.” from the report
Limited activities and outings
needs fixingPeople were not consistently supported to follow their interests or go out when they wanted. A lack of staff who could drive was one reason given.
“People were not consistently supported to take part in activities as and when they wanted.” from the report
- 01What specific changes have been made to prevent choking incidents, and how do you check that staff follow each person's swallowing guidance?
- 02How many staff on each shift are trained and competent in safeguarding, de-escalation and each person's specific health needs?
- 03How are incidents, accidents and seizures now recorded, reviewed and shared so that lessons are learned?
- 04How have care plans been updated to reflect people's current needs, goals, restrictions and best interest decisions?
- 05What practical arrangements are now in place for people who want activities, day trips or visits outside the home?
This was an unannounced comprehensive inspection covering all five key questions, following concerns about people's specific health risks and safety. This explanation was written from the published report of 21 July 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, January 2019
Rated Good; inspectors found safe, kind and person-centred care, with end-of-life wishes still being recorded.
This was an unannounced comprehensive inspection on 17 and 19 December 2018. One inspector reviewed care plans, risk assessments, medicines records, staff records, complaints and accident logs. They spoke with five people, four staff members, managers and received feedback from one relative.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found enough staff, safe medicines management, clean premises and staff who knew people well. People were supported to make choices, stay independent and take part in activities they enjoyed.
The home was rated Good at the previous inspection and remained Good. Inspectors found no serious risks or concerns. They did identify that people's end-of-life wishes had not yet been recorded, and the home started this work after the inspection.
Kind and respectful care
People and relatives spoke positively about the staff. Inspectors saw warm, respectful interactions and a friendly atmosphere.
“The atmosphere at White Cliffs Lodge was warm and friendly.” from the report
Support for independence
People were encouraged to make choices, develop skills and take positive risks. Some people had their own flats and could go out without staff support.
“The layout promoted independence and allowed people to maintain and develop their skills in a safe environment.” from the report
Safe staffing and medicines
Staffing levels were adjusted when people's needs changed or when people went out. Medicines were administered by trained staff and checked regularly.
“Medicines continued to be managed safely and daily checks ensured that any shortfalls were quickly identified and resolved.” from the report
Activities matched people's interests
People took part in activities they chose, including clubs, sensory sessions, cooking, karaoke and holidays.
“People lived as fulfilling a life as possible, on the day of inspection people were fully engaged and enthusiastic whilst taking part in activities of their choosing.” from the report
Person-centred records
Care plans reflected people's needs, preferences and communication methods. People, relatives, advocates and keyworkers were involved in reviewing them.
“We reviewed people's care plans and they were person-centred, thorough and up-to-date.” from the report
End-of-life wishes not yet recorded
needs fixingThe home had begun asking families about end-of-life preferences, but discussions had not yet been recorded. Inspectors said completing this should be a priority.
“The registered manager had sought guidance regarding end of life care plans and had sent out paperwork to people's families to discuss, however they had not yet recorded discussions with people and their loved ones.” from the report
- 01Have you now recorded my relative's end-of-life wishes, including if they do not want to discuss the subject?
- 02How would you adjust staffing if my relative's needs change or they take part in activities outside the home?
- 03How will you support my relative's preferred way of communicating choices and needs?
- 04Which health professionals would be involved if my relative's physical, emotional or mental health changed?
- 05What activities and opportunities would be available that match my relative's interests and abilities?
This was an unannounced comprehensive inspection covering all five CQC questions, and the home remained Good in every area. This explanation was written from the published report of 24 January 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.
Every inspection of White Cliffs Lodge
5 rated inspections over 8 years: the service has slipped, from Requires improvement to Inadequate.
- July 2023Inadequatecurrent ratingdown from GoodSafe: InadequateEffective: Requires improvementCaring: Requires improvementResponsive: Requires improvementWell-led: Inadequate
- January 2019Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- April 2017Goodstayed GoodSafe: Good
- July 2016Goodup from Requires improvementSafe: Requires improvementEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- June 2015Requires improvementSafe: Requires improvementEffective: Requires improvementCaring: GoodResponsive: GoodWell-led: Good
- June 2013
Report published without a new overall rating.
- September 2012
Report published without a new overall rating.
- January 2011
Registered with the Care Quality Commission on 7 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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Most charge £980 to £1,260 a week. 33 can care for a couple. 12 years' experience on average.
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