Neville House Residential Home

Updated 14 July 2026

Date of assessment: 28 July to 6 August 2026.

Neville House Residential Home is a care home registered to provide accommodation and personal care to older adults, including people living with a dementia. At the time of the assessment, there were 20 people living at the service.

People’s needs were assessed prior to them moving into the service. Relevant staff, teams and healthcare professionals were involved in ongoing assessment, planning and delivery of people's care and support. Staff worked collaboratively to understand and meet people's needs.

People felt safe and were supported by staff who understood how to protect people from abuse and avoidable harm. Medicines were managed safely.

Overall, the building and facilities were in good condition and suitable for the people who used them. However, we observed some health and safety risks to the environment that had not been identified by the provider. The provider agreed to resolve these during the assessment.

Recruitment checks were robust and the provider ensured staff had the necessary skills to care for older adults, including people living with a dementia.

Staff were kind, respectful and caring. We observed staff engage with people in a friendly, caring manner and their conversations with people were good natured.

People and relatives were encouraged to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people and relatives in decisions about their care.

Governance systems were in place to monitor the standard of care people received. However, we identified some gaps within the auditing systems. This was resolved during the assessment.

Updated 14 July 2026

People and their relatives spoke positively about the care and support provided by the service. One relative told us, “It is an excellent level of care. [Person] wants for nothing.”

People and their relatives spoke highly of the staff. One person said, “The staff are very nice and helpful.” A relative added, “The staff are certainly kind and caring. They’re very helpful. We know most of them by their first names, it’s like a little family.”

People and their relatives told us their care needs were met and people felt in control of their own care. Feedback indicated that people felt valued, listened to and treated with dignity and respect.

We used the Short Observational Framework for Inspection (SOFI) during this assessment. SOFI is a way of observing care to help us understand the experience of people who could not talk with us, such as people living with a dementia. Overall, we observed staff interact with people in a way that was calm, patient and supportive. However, we did observe a small number of interactions that did not meet the expected standards in dementia care. The registered manager told us they have since put additional training and reflective practices in place to address this.