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Havelock House Nursing Home Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 12 March 2020

About the service

Havelock House is a residential care home providing personal and nursing care for up to 27 people aged 65 and over. There were 21 people living at the home during the inspection. Most people needed support with personal care and moving around the home safely and were living with different healthcare needs. This included living with dementia, physical disability, Parkinson’s Disease and frailty linked to age.

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

A quality assurance system had been developed and introduced following the last inspection and audits were used to monitor the services provided. However, it had not been consistently effective and concerns found at the last inspection had not been addressed. This included the management of medicines, learning lessons when accidents or incidents occurred, to prevent a reoccurrence, and record keeping.

We observed 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. Although the information in the care plans did not reflect this. Staff had completed a mental capacity assessment for a person who had capacity and a relative had signed the consent form in the care plan for a person who had capacity. The registered manager agreed additional training was needed.

A robust recruitment procedure made sure only suitable people were employed at the home and there were enough staff to provide the care and support people needed. There was an ongoing programme of training, which was continually reviewed, and staff were supported to develop new skills. Additional training was being arranged following this inspection to support staff to develop their practice.

Staff had completed safeguarding training and were confident if they had any concerns they could raise them with the registered manager and action would be taken.

People received care and support that was delivered by staff who understood their needs and how they should be met. Staff knew about people’s dietary needs and preferences and nutritious meals and drinks were provided based on these. People had access to health professionals to promote their health and social well-being.

The home was clean and well maintained and staff followed infection control procedures to protect people, relatives and staff.

A range of activities were provided for people to participate in if they wished. These included one to one time with people who chose to remain in the rooms, so that people were not isolated. Complaints were listened to and resolved in line with the providers policy.

The registered manager knew people, relatives and staff well and promoted an open culture where they could share their views and suggestions. They understood their responsibilities and were committed to delivering a high standard of care to each person living in the home.

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 requires improvement. (Published 28 February 2019)

This was a planned inspection based on the previous rating.

This is the second inspection that the service has been rated as requires improvement.

We identified a repeated breach of regulation, in relation to record keeping and the quality assurance system and additional breaches of regulation, in relation to safe care and treatment.

You can see what action we have asked the provider to take at the end of this full report.

Follow up

We will meet with the provider following this report being published to discuss how they will make changes to ensure they improve their rating to at least good. We will work with the local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas


Requires improvement

Updated 12 March 2020

The service was not always safe.

Details are in our safe findings below.


Requires improvement

Updated 12 March 2020

The service was not always effective.

Details are in our effective findings below.



Updated 12 March 2020

The service was caring.

Details are in our caring findings below.



Updated 12 March 2020

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 12 March 2020

The service was not always well-led.

Details are in our well-Led findings below.