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Inspection Summary

Overall summary & rating


Updated 6 September 2018

This inspection took place on 9 and 13 August 2018. The first day of the inspection was unannounced.

At the last comprehensive inspection in November 2017 we found the provider had breached Regulations 11, 12 and 17 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010. This was because people’s consent had not always been recorded. Also, topical medicines had not been managed in the right way and the provider’s quality assurance system was not effective.

Following the last inspection, we asked the provider to complete an action plan to show what they would do and by when to improve the key questions Safe, Effective and Well-Led. During this inspection we found the provider had made improvements and had addressed these shortfalls. People were assisted with their topical medicines in a safe way. People’s consent was now recorded. The provider had put in place a schedule of audits as part of its quality assurance check of the service.

Greenlane Care Home is a ‘care home’. 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. The care home can accommodate up to 28 people. At the time of this inspection there were 25 people living there. This home does not provide nursing care.

There was an experienced and well-trained registered manager, who was also one of the owners. 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.

People and relatives we spoke with felt the home was a safe and comfortable place to live. Staff were clear about how to recognise and report any concerns. The provider carried out checks to make sure only suitable staff were employed. The home was clean and odour-free.

People told us they were happy with the care and felt there were enough staff to assist them. They told us staff responded quickly to any requests for support.

Before people moved to the home their needs were assessed by the registered manager to make sure the home could provide the right care. Staff said they had training and support to care for people in the right way. Staff worked well with other health agencies and people were supported to access health services.

People said the staff cared for them in an effective way and responded quickly to any changes in their health or well-being. People said the meals were good. Staff joined people for meals which helped to encourage people to eat and drink enough.

People and relatives felt the staff were kind, patient and caring. There was a friendly, lively and welcoming atmosphere in the home. People’s individual choices were respected and their dignity was upheld. Staff were sensitive to people’s needs at the end stages of their lives.

People received personalised care that was based on their preferences and needs. Staff were knowledgeable about each person and how they wanted to live their life. People had the chance to join in daily activities, spend time in the garden and go out into the local community if they wanted.

People had information about how to make a complaint and they were confident that these would be acted upon.

The service was well-led by a registered manager who people described as caring and approachable. The registered manager often worked alongside staff to ensure people were receiving appropriate care. Improved systems were now in place to assess and monitor the quality of the service.

Inspection areas



Updated 6 September 2018

The service was safe.

People felt safe and staff knew how to report concerns.

There were enough staff to meet the needs of the people who lived there.

Medicines were well managed and the home was clean, warm and comfortable.



Updated 6 September 2018

The service was effective.

People felt staff were trained and competent to meet their needs.

People were assisted with eating and drinking in a way which supported their choices and health.

Staff helped people to access health care services when they needed them.



Updated 6 September 2018

The service was caring.

People and relatives felt staff were kind, caring and friendly.

People were given time to go at their own pace and were not rushed when being assisted.

People were treated with dignity and were encouraged to continue to lead their own lives.



Updated 6 September 2018

The service was responsive.

People received a personalised service that respected their individual lifestyles and preferences.

People had opportunities to take part in fulfilling pastimes and had links with the local community.

People and visitors were encouraged to comment on the home and there was a complaints procedure in place.



Updated 6 September 2018

The home had an experienced registered manager who had made improvements to the quality assurance systems.

People and relatives said the home was well-run and the registered manager was open and approachable

Staff enjoyed working at the home. This was reflected in their positive and friendly approach towards people and their families.