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The Queensmead Residential Care Home Good

Inspection Summary

Overall summary & rating


Updated 15 February 2020

The Queensmead Residential Care Home provides care and support for up to 36 older people. At the time of this inspection 23 people were living at the service.

The service is purpose built and provides accommodation and facilities over three floors. The needs of people varied, some people were mainly independent, some had low physical and health needs and others had dementia and memory loss. The service provided respite care for people wanting short stays in a care home.

People’s experience of using this service and what we found

Quality systems had not been fully established and imbedded into daily practice to support quality care and record keeping in all areas. Some records were not complete or accurate this included care records. They did not support or record the care and support provided. The lack of accurate and contemporaneous records was identified as an area that needed improvement.

Staffing arrangements were safe and ensured people’s needs were met in a timely way. Staff had received training and regular updates on safeguarding people. They understood how to respond to any suspicion or allegation of abuse or discrimination. Staff were recruited safely. People's medicines were handled safely. There were suitable arrangements in place to assess and respond to any risk to people. The service was clean and there was a plan to redecorate and maintain the building.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People received personalised care that was delivered by staff who had a good understanding of their needs and how they should be met. People had access to health professionals to promote their health and social well-being.

There was a commitment to staff training and development. Staff received a varied training programme that ensured they had suitable skills to care for people. Staff were supported and had the opportunity to develop new skills. People's dietary needs were assessed and known by staff. The food provided met people’s needs and preferences.

People and their relatives were treated with kindness and compassion. People were encouraged and supported to maintain their independence. People’s privacy and dignity was protected, and people said they were ‘well looked after’. One relative told us, “I would come here, I know they would look after me.”

Complaints were listened to and resolved in a timely way with people satisfied with outcomes. People had choice and control over the activities they wanted to participate in each day. Staff ensured people were not isolated even if they liked to spend time in their room.

The registered manager knew people and staff well and promoted an open culture where people and staff felt they could share their views. They understood their responsibilities and were passionate and committed to delivering a high standard of care to each individual person in the service.

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

Rating at last inspection

The last rating for this service was Good (published 10 July 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 15 February 2020

The service was safe.

Details are in our safe findings below.



Updated 15 February 2020

The service was effective.

Details are in our effective findings below.



Updated 15 February 2020

The service was caring.

Details are in our caring findings below.



Updated 15 February 2020

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 15 February 2020

The service was not always well-led.

Details are in our well-Led findings below.