- Care home
Marrow House
Assessment report published 5 October 2026
Contents
Ratings
Our view of the service
About the service
The service is a care home. There were 20 people using the service at the time of this inspection. Two people were being supported in hospital.
Who the service is for
This service supports older people and people living with dementia.
Our view of the service
We carried out this assessment on 08 September 2026 to 28 September 2026. This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.
People were supported by staff who understood their needs, promoted their wellbeing and reduced the risk of harm. One staff member told us, “I like working at Marrow House because I enjoy supporting people. Building trust and helping people feel safe, valued and comfortable. I also like learning about each person’s life and finding different ways to engage with them. I find it rewarding to make a positive difference.”
Risks, accidents and incidents were managed effectively, with learning used to improve practice. One staff member described the process following an incident: “We [staff] sit down with the manager on duty; we talk about the incident to see if anything can be done differently and see if I need support. There’s no blame just reflection.”
People benefited from sufficient numbers of trained staff, safe medicines management and effective safeguarding processes. Staff felt supported in their roles. One staff member said, “We have supervisions every 3 months. You don’t wait if you need support, in the past I have requested a supervision to talk about things that were impacting on me.” Health and safety systems helped maintain a safe environment.
People received care and support that reflected their assessed needs, preferences and goals. Staff monitored people's health and wellbeing, worked with healthcare professionals and reviewed care to respond to changing needs while promoting independence and choice.
People can only be deprived of their liberty to receive care and treatment with appropriate legal authority. In care homes, this can be done through a procedure called the Deprivation of Liberty Safeguards (DoLS), which is part of the Mental Capacity Act 2005 (MCA). We checked whether the service was working within the principles of the MCA and how they managed DoLS within the service. We found staff and management worked within the MCA. DoLS authorisations were appropriately applied for and overseen. People were not subject to unlawful or excessive restrictions they had choice, control and freedom over their lives.
People were treated with kindness, dignity and respect by staff who knew them well. Staff promoted equality, diversity and inclusion and supported people to make choices about their daily lives. People's independence was encouraged through personalised care, assistive technology and an environment designed to support wellbeing, dignity and independence, particularly for people living with dementia.
People received personalised care that reflected their individual needs and wishes. Care plans were regularly reviewed, and people were encouraged to express their views, maintain relationships and take part in meaningful activities. Advocacy services and communication tools were used where needed to support involvement in decisions about their care.
People benefited from a positive and inclusive culture focused on achieving good outcomes. Governance systems provided effective oversight of quality and safety, while leaders promoted continuous improvement, welcomed feedback and used innovation, technology and environmental adaptations to enhance people's quality of life.
People's experience of this service
People and their relatives spoke positively about their experiences and consistently told us they felt safe and well cared for. One person said, “I like living here. I feel safe.” A relative told us, “I cannot praise Marrow House highly enough for the care, compassion and support [Person] has received.” Another relative simply said, “They [staff] care, it's as simple as that!”
Relatives described positive experiences of people moving into the home and felt reassured by the support provided. One relative commented, “Our fears were swept aside by the whole experience. To sum up, [Person] couldn't be in better hands.”
People and relatives consistently described staff as kind, caring and approachable. One person said, “The staff know me and I know them. Staff are nice to me.” Relatives told us staff were knowledgeable, well trained and responsive to people's individual needs. One relative said, “The staff are well trained, and nothing seems too much trouble.” A further relative told us, “Staff appear knowledgeable, competent and well trained. They understand [Person’s] dementia and respond to their individual needs with patience and reassurance.”
People told us they had choice and control over their daily lives and opportunities to take part in activities they enjoyed. One person said, “I have my own choices, I can do what I want.” Another person described opportunities to take part in activities, commenting, “Sometimes I go to the cinema, or watch TV, paint a little, there are things to do.” Relatives’ said staff respected people's preferences while promoting their safety, dignity and wellbeing.
We also used a tool called the Short Observational Framework for Inspection (SOFI). This helps inspectors understand the experiences of people who may not be able to tell us directly how they feel about the care they receive. We observed positive interactions between people and staff. The atmosphere was calm and relaxed, staff responded promptly when support was needed, and people appeared comfortable in staff's presence.
Relatives valued the communication from staff and told us they were kept informed about changes in their family member's wellbeing.
People and relatives also spoke positively about the management team. One relative told us, “From day one, the management and staff were totally approachable.” Another said, “I would wholeheartedly recommend [company] to any family seeking compassionate and professional care for a loved One."