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Inspection Summary

Overall summary & rating


Updated 30 April 2019

The Red House is a privately owned and managed establishment accommodating a maximum of 26 older people and people living with dementia or physical disabilities. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection. At the time of our visit 22 people lived at the home.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. The registered manager was at the home during the time of our inspection.

This inspection was carried out on 15 January 2019 and was unannounced.

At our last inspection in 2016 we rated the service good in all five domains. At this inspection we found significant improvements had been implemented which has increased the overall rating to outstanding.

Why the service is rated Outstanding.

People were at the heart of everything the service did. Staff had an excellent understanding of people's needs and provided person-centred care to a very high standard. The provider and registered manager demonstrated a passion to provide people with love and a life of value, regardless of their age or disability. This was reflected in the many positive comments we received about the home and its staff from the people who lived there, their relatives, and the visiting health care professionals. Everyone we spoke with told us the service gave an outstanding level of care and support to people.

The registered manager, and the provider, had a clear vision and set of values for this service. These were based on dignity and respect, and working together with a commitment to providing quality care and support. They were also focussed on getting to know the people they supported. This compassionate and clear message was clearly shared by the staff team. This had a positive impact across all five of the key questions we asked and the lives of the people who used this service.

The service strived to be known as outstanding and innovative in providing person-centred care based on best practice. The registered manager had established a culture that put people at the centre of the service. This resulted in people taking back control of their lives, either from being unwell for long periods of their life, or overcoming obstacles due to their disabilities or age. Staff were confident and knowledgeable in their ability to support and care for people. Their passion for supporting people to live a fulfilled life was evident throughout the inspection. The programme of activities and events hosted by the staff were fully based around people’s interests and enabled them to achieve lifelong goals.

This passion for innovation and leading on best practice also extended to supporting people who were at the end of their life. The staff at the home had worked closely with local hospices to develop new guidelines for ensuring people were supported in a kind and compassionate way as they neared the end of their lives. Relatives who had family members pass away at the home were thankful for the way their loved ones and themselves had been supported by staff at this most difficult time.

The staff were exceptionally kind and caring and treated people with dignity and respect. Good interactions were seen throughout the day of our inspection, such as staff asking people's advice about how to proceed with tasks, or having a laugh and a joke with them. People were relaxed and happy with the staff and it was clear that caring relationships had developed between them. People's relationships with family and friends and dramatically improved due to the support and gu

Inspection areas



Updated 30 April 2019

The service was safe.

People felt safe living at the home. Staff understood their responsibilities around protecting people from harm.

The provider proactively identified risks to people�s health and safety with them and put guidelines in place for staff to minimise the risk.

There were enough staff to meet people�s needs. Appropriate checks were completed to ensure staff were safe to work at the home.

People�s medicines were managed in a safe way and they had their medicines when they needed them.

Infection control processes were robust.



Updated 30 April 2019

The service was effective

A holistic approach was taken to ensure people�s needs were understood, and could be met, prior to them living at The Red House. Staff had the specialist knowledge and skills required to meet people's needs.

The provider was creative in looking at ways people were supported to eat and drink sufficient to their needs. People and professionals recognised the effort that staff went to so that people had the food they needed that met their personal and medical needs.

Health care professionals were positive about the impact the home had on people�s health. Partnership working with outside agencies was used to improve people�s health because of the care and support they received.

Staff had access to training to enable them to support the people who lived at the home.

Adaptations had been made around the home to meet people�s needs.

People�s rights under the Mental Capacity Act were met.



Updated 30 April 2019

The service was very caring.

The service was inclusive of all individuals and provided personalised care.

Staff were caring and friendly. We saw excellent interactions between staff and people that showed great respect and care.

Staff knew the people they cared for as individuals. Communication was good as staff could understand the people they supported. Staff went out of their way to give people a good life.

People were supported to be independent and make their own decisions about their lives. They could have visits from friends and family whenever they wanted.



Updated 30 April 2019

The service was very responsive.

People received exceptionally person-centred care from staff who knew each person, about their life and what mattered to them. The level of care experienced promoted their health and wellbeing and enhanced their quality of life.

People were encouraged to socialise, pursue their hobbies and interests and try new things in a variety of inspiring and innovative ways. Daily activities were tailored to meet people's preferences and abilities.

End of life care was outstanding. Relatives and health care professionals were all impressed by the compassion and care given to people as they were supported at the end of their lives.

Each person had their own detailed care plan which was extensive and clearly reflected their preferences. The care provided to people was very person-centred and clearly reflected individual needs and preferences.

There was a clear complaints procedure in place. Staff understood their responsibilities should a complaint be received.



Updated 30 April 2019

The service was very well led.

The provider was passionate about achieving very high standards of care and staff were committed to meeting them. Staff felt valued and enjoyed working at the service.

There were clear visions and values, known by all the staff. These were around the principles of personalised care based on each person's wishes and needs.

Continual improvement in the service was supported through robust quality monitoring, including listening to people's views and suggestions.

People received a consistently high standard of care because management led by example and set high expectations about the care people received.

The provider had robust and embedded quality monitoring arrangements through which they continually reviewed, evaluated and improved people's care. These showed the service was consistently high performing.

In pursuit of excellence, the management team kept up to date with best practice.