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Inspection Summary

Overall summary & rating


Updated 13 May 2017

This unannounced inspection took place on 5 and 6 April 2017. Upminster Nursing Home is a purpose built 35 bed care home providing accommodation and nursing care for older people, including people living with dementia. The service is accessible throughout for people with mobility difficulties and has specialist equipment to support those who need it. For example, hoists and adapted baths are available. When we visited, 30 people were using the service.

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 and associated Regulations about how the service is run.

At our last inspection of this service on 27 January 2016 we found that the provider met regulations but there were some areas that needed improvement. These were in relation to the availability of snacks and hot drinks during the night, making the internal environment more dementia friendly and responding to people’s needs in a timely way. At this inspection we found improvements in all these areas.

Systems were in place to minimise risk and to ensure that people were supported as safely as possible. The staff team worked closely with other professionals to ensure that people were supported to receive the healthcare that they needed.

People told us they felt safe at Upminster Nursing Home and that they were supported by kind, caring staff who treated them with dignity and respect. We saw that staff supported people patiently, with care and encouraged them to do things for themselves. Staff knew people’s likes, dislikes and needs. They provided care in a respectful way.

People were supported to have 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.

The provider monitored the service provided and people were asked for their feedback about the quality of service. When issues or concerns were identified action was taken to address these. The management and staff team were committed to developing and improving the service.

People were happy with the food and drink provided and their nutritional needs were met. If there were concerns about their eating, drinking or weight this was discussed with the GP and support and advice was received from the relevant healthcare professional. People were offered refreshments throughout the day and night.

Systems were in place to review staffing levels in line with people’s needs and staffing levels were adjusted accordingly.

People’s care plans were reviewed and updated to ensure that they contained the necessary information to enable staff to support them safely.

Staff provided caring support to people at the end of their life and to their families. This was in conjunction with the GP and the local hospice.

Arrangements were in place to meet people's social and recreational needs.

Staff suitability to work with people who need support was checked before they started their employment at the service.

People lived in an environment that was suitable for their needs. Improvements had been made to make the environment more ‘dementia friendly’. Systems were in place to ensure that equipment was safe to use and fit for purpose.

Staff received training and support to carry out their duties and felt that this was the right training for the job they did.

The arrangements for administering medicines were safe and people received their medicines as prescribed.

Staff were trained to identify and report any concerns about abuse and neglect and felt able to do this.

Inspection areas



Updated 13 May 2017

The service was safe. There were sufficient staff on duty to meet people’s needs.

People received their medicines safely.

Systems were in place to safeguard people from abuse. They were protected by the provider’s recruitment process which ensured staff were suitable to work with people who need support.

The premises and equipment were appropriately maintained to ensure they

were safe and ready for use when needed.

Risks were identified and systems were in place to minimise these and to keep people as safe as possible.



Updated 13 May 2017

The service was effective. People told us that they were happy with the food and drink provided. They were supported by staff to eat and drink sufficient amounts to meet their needs.

People were supported by staff who had the necessary training, skills and knowledge to meet their needs.

Systems were in place to ensure that people’s human rights were protected and that they were not unlawfully deprived of their liberty.

People's healthcare needs were identified and monitored. Action was taken to ensure that they received the healthcare that they needed to enable them to remain as well as possible.

The environment met the needs of the people who used the service.



Updated 13 May 2017

The service was caring. People were treated with kindness and their privacy and dignity were respected.

People received care and support from staff who knew about their needs, likes and preferences.

Before staff provided care and support they took time to explain to people what was going to happen. Staff were attentive to people’s needs and spent time chatting to them.

Staff supported people in a kind and gentle manner and responded to them in a friendly and patient way.



Updated 13 May 2017

The service was responsive. When any issues or concerns were raised action was taken to address these.

People were supported to be involved in a variety of activities of their choice.

Systems were in place to ensure that the staff team were aware of people’s current needs and how to meet these. Care plans contained details of people’s needs, wishes and preferences.

People were encouraged to make choices and to have as much control as possible over what they did and how they were cared for.

Complaints were taken on board and action taken to address any concerns or issues.



Updated 13 May 2017

The service was well-led. People were happy with the way the service was managed.

Staff told us that the registered manager was accessible and approachable and that they felt well supported.

The provider sought people’s feedback on the quality of service provided and their comments were listened to and addressed.

The management team monitored the quality of the service provided to check that people’s needs were met and they received the support they needed and wanted. When this did not happen action was taken to address any shortfalls.