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Inspection Summary

Overall summary & rating


Updated 12 September 2019

About the service

Fletcher House is a care home and provides personal or nursing care for older people and those living with dementia. The home can accommodate a maximum of 57 people. The building is divided into two separate units. The Avalon suite provides care for up to 15 people living with dementia and the main part called Pen Hill provides care to 42 older people with personal care needs. At the time of the inspection there were 53 people living at the home.

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

People were supported by staff that were caring and treated them with dignity and respect. Staff understood the needs of the people they supported well and knew them as a person. All the feedback we received from people’s relatives and healthcare professionals was positive.

Risks of abuse to people were minimised. Assessments of people’s needs identified known risks and risk management guidance was produced for staff which they understood.

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. There were systems in place that ensured people who were deprived of their liberty were done so with the appropriate legal authority.

People were supported by staff who had the skills and knowledge to meet their needs. Staff felt supported by the registered manager. Staff understood their role and received appropriate training that supported them in their roles.

Staff worked together with a range of healthcare professionals to achieve positive outcomes for people. Staff followed professional advice to achieve this which included administering people’s medicines as prescribed.

People’s care plans were consistent and had a person-centred approach to care planning. Staff supported people to maintain important relationships and continue personal hobbies and interests.

Since 2016 onwards all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard [AIS]. The standard was introduced to make sure people are given information in a way they can understand. The registered manager was aware of the AIS and ensured information was shared in an accessible way.

People's concerns and complaints were listened to and responded to. Accidents, incidents and complaints were reviewed to learn and improve the service. People and their relatives commented positively about the registered manager and the quality of care their family member received. No concerns were raised about the quality of care provided.

Quality monitoring systems included regular audits to ensure people received good care. These were effective and evidenced that Fletcher House had an effective governance system in place.

The registered manager had ensured all relevant legal requirements, including registration and safety obligations, and the submission of notifications, had been complied with. The registered manager felt staff had a clear understanding of their roles and responsibilities. This was evident to us throughout the inspection.

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 17 January 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 re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 12 September 2019

The service was safe.

Details are in our safe findings below.



Updated 12 September 2019

The service was effective.

Details are in our effective findings below.



Updated 12 September 2019

The service was caring.

Details are in our caring findings below.



Updated 12 September 2019

The service was responsive.

Details are in our responsive findings below.



Updated 12 September 2019

The service was well-led.

Details are in our well-Led findings below.