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Regulator demands immediate improvement at care home in Cumbria

30 January 2013
  • Media,
  • Care homes without nursing

30 January 2013

CQC warns Number One Care Limited that they are failing to protect the safety and welfare of the people using the service.

The Care Quality Commission has issued a formal warning to Number One Care Limited, Registered Provider of Hazel Bank Residential Home, Yanwath, Penrith,stating that they must make urgent improvements to standards of care or face further action.

The warning follows a visit by inspectors to the home on 12 December 2012 to follow up on requirements made as a result of previous inspections in June and October 2012. Hazel Bank is registered to provide accommodation and personal care for older adults, some of whom may have dementia illnesses.

  • CQC inspectors looked at individual care plans. One person had been identified as suffering with Type II diabetes and in need of support with their diet. The care record stated that a sugar free diet should be provided but there was no further information to guide staff in supporting this person safely with their diabetic condition.
  • On examination of another service user’s care record inspectors saw that the person had ‘some swallowing difficulties’ that meant they needed a soft diet. However, the care plan did not provide staff with sufficient information regarding the risks associated with the condition. There was no risk assessment to help ensure the swallowing difficulties were managed and monitored safely in order to minimise the risk of choking.
  • Inspectors spoke to the Nominated Individual about staffing levels and asked how staffing levels were determined. The Nominated Individual could not demonstrate how the staffing levels had been determined, for example there was no care needs analysis or risk assessments that took into consideration the needs of all of the people that used this service. Additionally, the provider did not have any contingency plans to ensure the home was sufficiently staffed to cover sickness, emergencies or unexpected changes within the service.
  • Inspectors observed service users being transferred from the lounge to the dining room at lunchtime by the use of a wheelchair. It was noted that foot rests were either missing or not used correctly by staff. This placed people at risk of unsafe care and support that could have caused them harm or injury.

Malcolm Bower-Brown, CQC’s director in the North said:

"The law sets out national standards that everyone who uses services should be able to expect. Providers have a duty to ensure they meet these standards.

“This warning sends a clear and public message that Number One Care Limited need to address these issues as a matter of urgency or face serious consequences.“Our inspectors will return to the home in the near future and if we find that the provider is not making the required progress we won’t hesitate to use our legal powers to ensure residents are receiving the service they are entitled to expect.”


For further information please contact the CQC Regional Communications Team, David Fryer 07901 514 220 or Kirstin Hannaford 0191 233 3629.

The CQC press office can be contacted on 0207 448 9401 or out of hours on 07917 232 143.

Notes to editors

CQC has issued a warning notice to Number One Care Limited, requiring action to meet:

  • Regulations 9 and10, Health and Social Care Act 2008 (Regulated Activities) Regulations 2010, Care and welfare of service users and assessing and monitoring the quality of service provision and staffing

A deadline has been set for improvement. If this deadline is not met, CQC has a range of enforcement powers, which include restricting the services that a provider can offer, or, in the most serious cases, suspending or cancelling a service. CQC can also issue financial penalty notices and cautions or prosecute the provider for failing to meet essential standards. Any regulatory decision that CQC takes is open to challenge by a registered person through a variety of internal and external appeal processes.

About the Care Quality Commission

The Care Quality Commission (CQC) is the independent regulator of health and social care in England.

We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve.

We monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and we publish what we find to help people choose care.