- Care home
Belle Vue Country House
Assessment report published 28 July 2026
Contents
Ratings
Our view of the service
Dates of Assessment: 2 July to 9 July 2026. Belle Vue Country House is a care home, providing accommodation, nursing and personal care to people living with varying stages of dementia and mental health conditions. The service can accommodate up to 41 people, at the time of our assessment 29 people were living at the service.
At this assessment, we found sustained improvements across the service. The registered manager had achieved their registration with CQC since our last assessment and had worked with their team to address previous shortfalls. The provider was previously in breach of legal regulations in relation to the overall governance of the service, consent and how the Mental Capacity Act 2005 (MCA) was applied. Improvements were found at this assessment, and the provider was no longer in breach of these regulations.
MCA assessments were now completed for people who lacked mental capacity and best interest decisions were made and documented in line with legislation. Staff offered choices to people and requested consent before supporting them but respected their wishes if they declined.
Leadership and governance arrangements had improved since the last assessment. The registered manager and management team had created an open and inclusive culture, with clear oversight of quality and safety. Auditing systems were more effective, and learning from incidents and feedback was used to drive continuous improvement.
Staff understood their responsibilities to protect people at risk of abuse and now had access to up to date policies should they need to escalate any concerns. Staff demonstrated an understanding of safeguarding processes and appropriate action was taken when concerns were identified. Medicines were now well organised and stored safely. Staff continued to administer medicines in a person-centred way.
Staff treated people with dignity and respect and adapted their approach based on individual needs and preferences. Improvements had been made to people’s experiences, including more personalised bedrooms and enhanced activities that reflected people’s interests.
People’s needs were assessed before admission and regularly reviewed. Staff worked effectively with external professionals to achieve positive outcomes for people, including improvements in wound care, nutrition and overall wellbeing. People were supported to live healthier lives and maintain independence wherever possible.
The general environment had improved; works had been completed to upgrade bathrooms, toilets and people’s bedrooms which meant infection prevention and control processes could now be effectively practiced. Systems to ensure equipment was serviced within timeframes were in place and upgrades to the fire system had been completed. Works had been carried out to provide a more suitable environment for people living with dementia, including signage to support their independence when walking around the service.
Feedback was now regularly sought from people and their relatives; meetings were held to discuss changes within the service and seek ideas. Staff told us they felt valued, well supported and able to contribute to changes within the service.
The registered manager had built up a support network to keep themselves up to date with best practice guidance. They told us of plans they had to continually improve the service to promote good outcomes for people including expanding on activities and outings.
People's experience of this service
People were positive about their experience living at the service and described staff as kind and supportive. One person told us, “I like it, it’s friendly, I’m friendly with the others and the staff.” Another said, “The staff are quite nice, I haven't really got any complaints about them. They're good people really.”
People and their relatives told us they felt safe at the service. One person said, “Yeah I do feel safe, no one comes in my room without me wanting them to.” Relatives confirmed, “Yes, [person] is safe. They have been there for 10 years.”People described staff supporting them when they were unwell, a person said, “They have called the doctor for me before. They notice things.” A relative told us, “They (staff) will phone and say they will talk to the GP and keep me up to date. I’m happier now with their communications.”
People spoke positively about food and choice. One person said, “The food is nice, I like most of the things they offer.” Another told us, “I can change my mind. I can ask for sandwiches and they make them.” Relatives confirmed staff supported people to eat safely and at their own pace, a relative explained, “Staff encourage [person]. If they say “no more” then staff stop and try again later. It’s the same with fluids. It’s done bit by bit. They don’t force [person] and are very caring.”
Staff supported people in a respectful and compassionate way, particularly when people were distressed. A relative told us, “Now, I don’t think [person] is as confused as before. They will sit with [person] separately and talk to them. They reassure [person]. They are more settled now. I think the staff are well trained in emotional caring. If one can’t manage then two staff will work together. They take people out of the situation and calm them down.”
People were supported to make choices. One relative said, “Staff give [person] choices. Carers put clothes in front of them, and they have a good choice. If [person] doesn’t want to do something, then they won’t comply. The staff have a personal care plan drawn up by an occupational therapist and me, about strategies to use when [person] is resistant.”
People and relatives told us staff listened and responded to their needs. One person said, “They sort issues out. I've hardly had any, if I have any, I just ask them and they get it fixed.” Another commented, “I would tell them if I wasn’t happy.” Relatives felt involved and informed, with feedback such as, “I’ve had no complaints or concerns. I’m very happy with the whole situation and I couldn’t wish for [person] to be in a better place. If I needed to complain I would do so, if one came about.”
People’s preferences and environments were respected. A person described how their room had been made homely, and told us, “Well it's all my furniture my family helped move it in and yeah I can choose what I want in here.” Another said, “My [relatives] have made this room homely. I wanted a clock and they (the staff) gave me one.” Relatives also confirmed improvements, a relative said rooms were “Much more personalised than before.”
People had opportunities to take part in activities and social interaction and enjoyed spending time in the garden with visitors. Others described daily routines, such as, reading, watching television and socialising. However, experiences varied. Some relatives told us activities were limited at times, a relative told us this was, “Possibly an area that is lacking at the moment.”
People and relatives described a service that had improved and was well run. One person said, “The manager is good, I get to speak with them.” Relative’s comments included, “I’ve got a lot of respect for [registered manager]. They’re trying to put things in place and making an effort for improvements for the better. From my experience, I would say it’s well run. The staff always welcome you.” And, “I know the manager who is very pleasant. They are very involved with staff and with residents. I can talk to them easily, very much so. It just seems that nothing is amiss. It’s like clockwork. Everybody knows what they are doing and there’s no panic. There’s a nice friendly atmosphere about the place.”
Relatives spoke positively about improvements made within the service. Some said, “They are doing a lot of improvements and have made a lot of changes. The nurses seem to be having more training and are able to cover more things. The new manager is lovely. They’re very on top of hygiene. Always cleaning.” And, “The heater for keeping food hot is great so people can eat when they want. It feels respectful. The service to my [relative] has improved.”
Overall, people’s feedback showed they felt safe, respected and cared for by staff who understood their needs. While experiences were largely positive, some people and relatives highlighted opportunities to further improve the consistency of meaningful activities and engagement.
We used the Short Observational Framework for Inspection (SOFI) during the assessment to help us understand the experiences of people who were unable to fully communicate with us about their care and support. Throughout our visit we observed care that was respectful, caring, and supportive.