Queensway House

Updated 2 December 2021

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

The inspection team consisted of two inspectors, two specialist advisors and an Expert by Experience. The specialist advisors were a nurse and an occupational therapist. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

Queensway House is a ‘care home’. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

The service did not have a manager registered with the Care Quality Commission. A manager from the provider organisation had applied to register. This means that the provider is legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was unannounced.

What we did before inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection.

During the inspection

We spoke with two people who used the service and nine relatives about their experience of the care provided. We spoke with seven members of staff including the regional manager, manager, nurses and care staff.

We reviewed a range of records. This included six people’s care records and multiple medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

Updated 2 December 2021

About the service

Queensway House is a care home which is registered to provide accommodation and nursing care for up to 80 people. At the time of the inspection, there were 37 people living in the home.

People’s experience of using this service and what we found

People and their relative told us they felt safe. Staff understood their responsibilities in safeguarding people and had received training.

Risks to people’s health, safety and wellbeing had been identified. Assessments were completed and included guidance from health professionals, where it had been received. Staff were provided with guidance to reduce the risk of harm to people and equipment to support people’s health and mobility was provided.

Medicines were managed safely and were administered by staff who had been trained and assessed as competent. We were assured by the measures taken to help ensure the prevention and control of infection. The service was facilitating safe visits for family and friends, in accordance with Government guidance.

Staffing levels were reviewed regularly by the manager to ensure there were enough staff to meet people’s needs. Staff were recruited safely to the service with all relevant pre-employment checks completed.

Quality assurance processes had been implemented since our last inspection. The manager was using a wide range of tools, and seeking feedback, to monitor and improve safety at the service and the quality of care provided. The service development plan recorded actions required following audits and checks. Work remained ongoing to achieve the actions detailed and for systems to fully embed in everyday practice. Feedback from professionals working at the service was positive.

Relatives gave mixed feedback on the engagement they had with the service but felt confident they would be listened to if they raised any concerns.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection (and update)

The last rating for this service was Requires Improvement (published 10 June 2021).

The provider completed an action plan after the last inspection to show what they would do and by when to improve.

At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

We carried out an unannounced focused inspection of this service on 23 March 2021. Breaches of legal requirements were found. The provider completed an action plan after the last inspection to show what they would do and by when to improve the safety of people living at the service, the induction and support of temporary clinical staff, quality assurance and record keeping.

We undertook this focused inspection to check they had followed their action plan and to confirm they now met legal requirements. This report only covers our findings in relation to the Key Questions Safe and Well-Led which contain those requirements.

We also looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

The ratings from the previous comprehensive inspection for those key questions not looked at on this occasion were used in calculating the overall rating at this inspection. The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Queensway House on our website at www.cqc.org.uk.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.