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Inspection Summary

Overall summary & rating


Updated 31 May 2018

Montrose House is a residential care home that provides care for up to 10 people, living with long term mental health conditions such as schizophrenia and bipolar disorder. At the time of this unannounced inspection of 12 April 2018 there were nine people who used the service.

At our last inspection on 12 and 14 August 2015, we rated the service overall Good. At this inspection 12 April 2018 we found that the service had improved to an overall rating of Outstanding and met all the fundamental standards we inspected against.

The service had a registered manager. 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. Statutory notifications received showed us that the registered manager understood their registration requirements.

Montrose House was exceptionally well led. There was visible and highly effective leadership in an open and transparent culture that resulted in an organised and well run service. The registered manager was able to demonstrate how their robust quality assurance systems had sustained continual development and improvement at the service. They were clear about their expectations relating to how the service should be provided and led by example. They were supported by a management team and care workers that were fully committed to delivering the highest standard of care to each person.

Morale was extremely high, at all levels within the service with employees describing how well supported and appreciated they were by the registered manager. All of the staff were proud of where they worked and told us they felt valued and respected. They shared positive experiences about the leadership of the service, and how they were continually motivated and encouraged to professionally develop by the registered manager.

There was a culture of listening to people and positively learning from events so similar incidents were not repeated. As a result the quality of the service continued to develop. The registered manager demonstrated an open, reflective leadership style working in partnership with other stakeholders to drive continual improvement within the service and to raise awareness of the needs of people living with mental health conditions within the local community.

Feedback from health and social care professionals cited collaborative and extremely effective working relationships. Montrose House was awarded care home of the year in 2017 at the Suffolk care awards and was highly commended in the food and catering category, for providing food in an interesting way that responds to people’s individual needs. In addition the registered manager nominated by the staff at Montrose House, won the award for inspiring leaders and managers.

Care staff were highly skilled and competent to meet people’s needs. They demonstrated an enhanced understanding and knowledge of mental health and how to meet people’s needs. They were available when people needed assistance and had been recruited safely.

Care staff were exceptional at supporting people with their dietary needs. People enjoyed a positive meal time experience and were enabled to eat and drink enough to maintain a balanced diet. They were also supported to maintain good health and access healthcare services.

People were supported to have maximum choice and control of their lives and care staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. Care staff were confident about using the mental capacity and best interest decisions made were in line with legislation and people’s wishes.

People and their relatives were complimentary about the care and support they received and the approach of the registered manager and

Inspection areas



Updated 31 May 2018

The service remains Good

Systems were in place to help protect people from the risk of abuse and harm. Care staff knew how to recognise and report concerns and were confident to do so.

The likelihood of harm had been reduced because risks had been assessed and guidance and training provided to care staff on how to manage risks and keep people safe.

There were sufficient numbers of care staff who had been recruited safely and who had the skills to meet people�s needs.

Where people needed assistance to take their medicines they were provided with this support in a safe manner.

Systems were in place to reduce the risks of cross infection.



Updated 31 May 2018

The service was extremely effective.

People were supported by care staff who had the enhanced skills, knowledge and experience to meet their needs fully.

Care staff acted in accordance with the Mental Capacity Act 2005 and ensured people's rights were fully respected and upheld.

People received exceptional care from care staff who recognised changes in people's health, sought professional advice appropriately and followed that advice.

Care staff through their proactive and enabling approach to nutrition and hydration achieved positive outcomes for people.



Updated 31 May 2018

The service remains Good.

People told us the care staff were kind and considerate, respected their preferences and treated them with dignity and respect.

People and their relatives, where appropriate, were involved in making decisions about their care and these decisions were respected.

People�s independence was promoted and respected.



Updated 31 May 2018

The service remains Good.

People were involved in contributing to the planning of their care and support. This was regularly reviewed and amended to meet changing needs.

People's concerns and complaints were investigated, responded to and used to improve the quality of the service.



Updated 31 May 2018

The service was exceptionally well led.

Dynamic leadership was demonstrated at all levels. The registered manager promoted the highest standards of care and support for people; delivered by a passionate and highly motivated workforce.

There was an open and transparent culture at the service. All the staff described being well supported by the registered manager and were clear on their roles and responsibilities.

Effective systems and procedures had been implemented to continually monitor and improve the quality and safety of the service provided.

The service had established strong community links, worked in partnership with various organisations, including the local authority, community nurses and, GP to benefit the people they cared for and the local community.