Queensgate Residential Care Home

Updated 18 May 2026

Date of Assessment: 26 May 2026 to 10 June 2026.

Queensgate Residential Care Home is a care home providing accommodation and personal care for up to 40 older or younger people some of whom were living with dementia. At the time of our assessment, there were 30 people living at the home. We carried out this assessment in part to follow up on the action plan completed by the provider following our last assessment and due to information of concern from the Local Authority. We found the provider remained in breach of legal regulations in relation to the managing of risks, premises and good governance of the service. The provider had made improvements to safeguarding and staff training and was no longer in breach of these legal regulations.

Risks to people’s safety and wellbeing were not always appropriately managed, such as in the event of a fire. Areas of the service were not always well maintained or appropriate and this increased restrictions on people’s day to day lives, though the provider was in the process of improving the environment. Governance systems were not always in place or were not always completed in line with the provider’s quality assurance schedule which reduced their ability to effectively monitor the service and improve shortfalls.

Some referrals to health care professionals had not been made in a timely manner since our last assessment, affecting some people’s access to services when support was needed.The provider had identified this and action had been taken. Resources were not appropriately allocated or deployed to ensure all people received appropriate stimulation and engagement.

Improvements had been made to safeguarding processes and staff training. Staff now had the required skills and knowledge for their roles and worked in accordance with the Mental Capacity Act and respected people’s choices and decisions. Safe recruitment processes meant only suitable staff were employed. The home was clean and undergoing a programme of refurbishment.

The management team were responsive to the assessment process and provided assurances of actions taken and how they planned to improve the service.

Updated 18 May 2026

People felt safe at the service; they and their relatives trusted staff. One person said, “I am safe here: everything is good. I am well looked after and don’t worry. There’s always someone around if I need help.” There were positive relationships between people, their relatives and staff, though we received mixed feedback from people’s relatives about agency staff. A relative said, “I am reassured by the way the staff interact with [people].”

People’s relatives consistently told us there was a lack of activities and social interaction for people, especially for people cared for in bed. A relative said, “Activities are not a strong point.”

People were generally happy with the food and received a varied diet. Snacks were provided in-between meals and people were regularly offered drinks.

People and their relatives felt they could approach the management team with any concerns or complaints.