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Mallard House Neurological Care Centre Good

Inspection Summary

Overall summary & rating


Updated 6 September 2019

About the service: Mallard House Neurological Care Centre provides accommodation, personal and nursing care and support for up to 55 people. There were 46 people using the service at the time of the inspection.

People’s experience of using this service:

Care was personalised to each individual, and the provider had a focus on person centred care. Specific staff roles were implemented to ensure person centred care took place that included people's family when required. The service ensured that end of life care was delivered smoothly, and that family members of people who received end of life care were fully supported through this process.

People received safe care. Staff understood safeguarding procedures and felt confident in using them when required.

Risk assessments were in place to manage risks within people’s lives.

Staff recruitment procedures ensured that appropriate pre-employment checks were carried out.

Medicines were stored and administered safely.

Staffing support matched the level of assessed needs within the service during our inspection.

Staff were trained to support people effectively.

Staff were supervised well and felt confident in their roles.

People were supported to have a varied diet, and food and fluid intake was monitored as required.

Healthcare needs were met, and people had access to both an in house therapy team as well as external health professionals as required.

People's consent was gained before any care was provided, and they were supported to have maximum choice and control of their lives.

Staff treated people with kindness, dignity and respect and spent time getting to know them.

People were supported in the least restrictive way possible.

A range of activities was on offer including outings in to the community.

People and their family were involved in their own care planning as much as was possible.

A complaints system was in place and was used effectively.

The registered manager and management team were open and honest, and worked in partnership with outside agencies to improve people’s support when required

Audits of the service were detailed and any issues found were addressed promptly.

The service had a registered manager in place, and staff felt well supported by them.

Rating at last inspection: Good (report published 06/12/2017)

Why we inspected: This was a planned inspection based on the rating at the last inspection. The service remained rated Good overall.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.

For more details, please see the full report which is on the CQC website at

Inspection areas



Updated 6 September 2019

The service was safe.

Details are in our safe findings below.



Updated 6 September 2019

The service was effective.

Details are in our effective findings below.



Updated 6 September 2019

The service was caring.

Details are in our caring findings below.



Updated 6 September 2019

The service was responsive.

Details are in our responsive findings below



Updated 6 September 2019

The service was well-led.

Details are in our well-Led findings below.