Hope Green Residential Home Also known as 1-1244000026

Updated 18 March 2025

Date of Assessment: 24 March to 7 April 2025. Hope Green Residential Home provides support to older people, including people living with dementia. The service can accommodate a maximum of 54 people. At the time of the assessment, 44 people were being supported. We found two breaches of legal regulations relating to safe care and treatment and good governance. This assessment was initiated due to the provider receiving a Requires Improvement rating in two consecutive inspections, along with concerns raised to CQC regarding insufficient management oversight in the absence of a registered manager.

The facilities in the service were not always clean and well-maintained. Environmental risks had not been well managed. Not all staff had up to date training. Staff recruitment processes were not always robust. People’s medicines were not always managed safely. People were not always involved in assessments of their needs. Information about people’s care needs was not always up to date and accurate. People were not always protected or made to feel safe. Risks were not consistently managed to prevent a decline in health and wellbeing. Records did not always show that people were receiving the support they needed for identified risks. While some care records included personalised support details, this was not consistent for all individuals. People’s care was regularly reviewed; however, this was not always effective in ensuring care records were up to date and reflected their current needs. The provider’s governance systems did not consistently identify or address the areas for improvement that we found during this assessment. There was limited evidence of continuous learning, and sufficient progress had not been made since the last assessment. However, we did find some areas where action had been taken. Staff worked with agencies involved in people’s care for the best outcomes. Staff made sure people understood their care and treatment to enable them to give informed consent. Staff protected people’s privacy and dignity, they treated them as individuals and supported their preferences.

We have asked the provider for an action plan in response to some of the concerns found at this assessment.

Updated 18 March 2025

Feedback from people and their relatives was mixed. People told us they felt safe at the service, and we observed staff treating people with kindness and respect, feedback from some individuals did not always reflect this experience. For example, some feedback about call bells not answered as quickly as people needed them to. One person told us, “The Staff can be busy and if I use the buzzer, it can take 5 minutes, 20 minutes or half an hour and sometimes they don’t come at all and there seems less staff on a weekend”. People told us that staff knew them well and were able to explain how staff supported them to move safely and took appropriate actions to help keep them safe. One person told us, “I consider some of the staff my friends now”. Most people told us they received their medicines when they needed them. Whilst people told us they were happy with how their medicines were managed, not all areas of medicines management was robust. For people living with dementia, staff had not received specialist training to ensure they understood changes in the person’s levels of understanding. However, people told us they were happy with the home and the activities which were offered. During our visit to the service, we observed care being delivered in a positive way. Staff spent time interacting with people and engaging in meaningful conversations.