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Caer Gwent Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 25 February 2020

About the service:

Caer Gwent provides accommodation, personal care and nursing care for up to 60 older people. At the time of our visit 56 people were living at the service. Seven of those people were living at the service on short or long-term respite.

Accommodation was provided over two floors in an adapted building. Rooms were in four separate units, but all communal areas were shared across each unit. There were communal areas including lounges, dining rooms, a restaurant, a piano room used for entertaining and socialising, and an adapted garden. People were able to move freely around the home and had access to three lifts.

People’s experience of the service:

People gave us mixed feedback about whether staff were always caring or kind. This feedback was shared with the provider. During our visit, we observed positive interactions between staff and people. We observed people were treated with respect. We observed people were happy and relaxed in the presence of staff.

From people’s feedback and in their responses to a recent resident survey, there was mixed feedback about whether staff were deployed appropriately to meet people’s needs and to give them support when they needed. For example, we received some feedback from people about waiting for call bells to be responded to.

Quality assurance reviews to measure and monitor the standard of the service and drive improvement were not always effective.

At this inspection, we identified a breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2004 regarding Good governance.

A relative told us, “We have been absolutely delighted with the care [Person] receives and incredibly grateful to the staff for their outstanding compassion, hard work and commitment.” A visiting friend told us, “It’s more like a hotel than a home, it has everything [Person] needs.”

People and relatives knew how to make a complaint. Formal complaints were investigated and acted upon. People gave us mixed feedback about whether they felt confident that their feedback, such as a informal complaints or concerns, was listened to and acted upon.

People had enough to eat and drink and had choices in what they ate and drank. There was mixed feedback, however, about people always getting food that was consistent with the choice they had made or with what they had told staff they disliked. Staff accommodated any specific dietary requirements such as allergies.

Staff were knowledgeable and experienced to deliver care including nursing. People were supported by staff to have maximum choice and to make decisions about their care.

Staff were knowledgeable and trained in safeguarding adults and what action they should take if they suspected abuse was taking place.

People were protected from infection by staff that kept the premises clean and used appropriate protective equipment when needed. Medicines were managed safely and in accordance with current regulations and guidance.

Recruitment processes continued to be robust. Staff knew how to keep people safe in an emergency.

People took part in structured activities. People were supported to pursue their own hobbies and there was time for activities and care staff and volunteers to spend one to one time with people.

Visitors were made welcome and interactions between staff and visitors were warm and friendly. Family and friends were able to visit freely without restriction.

Care plans described people's needs and preferences and guided staff about people’s needs and how to meet them. Health and social care were accessible for people.

Staff told us they felt supported, records showed they had regular supervision and annual appraisals.

The overall rating for the service was Requires Improvement. This is based on the findings at this inspection. More information is in the ‘Detailed Findings’ below.

Rating at the last inspection: The last rating for this service was Good (published 25 April 2017).

Why we inspecte

Inspection areas


Requires improvement

Updated 25 February 2020

The service was not always safe.

Details are in our safe findings below.


Requires improvement

Updated 25 February 2020

The service was effective.

Details are in our effective findings below.


Requires improvement

Updated 25 February 2020

The service was not always caring.

Details are in our caring findings below.



Updated 25 February 2020

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 25 February 2020

The service was not always well-led.

Details are in our well-Led findings below.