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Friends of the Elderly Malvern Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 13 June 2019

About the service: Friends of the Elderly Malvern is a residential care home with nursing which can accommodate up to 97 older people who may be living with dementia. Care is delivered across three separate buildings. On the date of inspection there were 76 people living at the service.

People’s experience of using this service: During our inspection we found two breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 relating to the safety of the premises, management of risks people may face and the effectiveness of governance arrangements. Details of action we have asked the provider to take can be found at the end of this report.

The provider did not have sufficient oversight of the service. Environmental risks had not always been identified and assessed. One unit was not safe, as people were at risk of falling from windows which were not safely secured. Individual risks to people had not been fully assessed and reduced to help keep people safe. Health and safety principles were not being followed and people had access to unsafe liquids such as cleaning products.

The safety and quality checks of the service were not always effective. The management team completed audits and created action plans to improve the service. However, these did not include actions to avoid and reduce the risks we found with regards to the premises. The provider and registered manager took immediate action to resolve the concerns we raised.

People gave positive feedback about the care they received and relatives confirmed this. People received person-centred care from staff who knew them well. Staff were caring and respected people’s privacy and dignity.

Care records contained assessments of people’s needs which were detailed and reflected their individuality. Staff worked closely with other health and social care professionals to deliver a high standard of personalised care.

People and their relatives were involved in care planning and had their needs reviewed regularly. Staff used an electronic system to record and review people’s support needs. This allowed for instant updates to be shared throughout each unit.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People were supported to attend activities within the service and within the local community. People were encouraged to maintain social relationships.

Staff recruitment continued to be safe and staff received regular training. New staff received a thorough induction which provided them with the knowledge and skills to safely support people. Staff were encouraged to attend additional training to help provide a higher quality of care to people.

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

Rating at last inspection: Good (report published March 2016).

Why we inspected: This was a planned inspection based on the rating at the previous inspection.

Follow up: We will continue to monitor the service through information we receive from the service, provider, the public and partnership agencies. As part of our process we will be requesting an action plan to be completed to address the issues identified. We will re-visit the service in line with our inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas


Requires improvement

Updated 13 June 2019

The service was not always safe.

Details are in our Safe findings below.


Requires improvement

Updated 13 June 2019

The service was not always effective.

Details are in our Effective findings below.



Updated 13 June 2019

The service remained Good.

Details are in our Caring findings below.


Requires improvement

Updated 13 June 2019

The service was not always responsive.

Details are in our Responsive findings below.


Requires improvement

Updated 13 June 2019

The service was not always well-led.

Details are in our Well-led findings below.