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Welcome House - The Chestnuts Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 10 January 2020

About the service:

Welcome house – The Chestnuts is a care home which provides accommodation and personal care for up to 15 people with mental health needs. At the time of our inspection, eight people lived in the home. They were fairly independent therefore required minimal support with their personal care needs.

People’s experience of using this service:

The provider failed to always assess and mitigate risks to the health and safety of people. The provider had not always completed incidents and accidents records. The systems and processes to assess, monitor and improve the quality and safety of the service were not wholly effective.

We have made two recommendations about accessible communication and relevant activities for people.

People gave us positive feedback about their safety and told us that staff treated them well. Staff administered prescribed medicines to people safely and protected people from the risk of infection. The provider carried out comprehensive background checks of staff before they started work. The provider had a system to manage accidents and incidents.

Staff received support through training, supervision and appraisal to ensure they could meet people’s needs. Staff told us they felt supported and could approach the registered manager at any time for support. The registered manager worked within the principles of Mental Capacity Act (MCA). Staff asked for people’s consent, where they had the capacity to consent to their care. 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.

The assessment of people’s needs had been completed to ensure these could be met by staff. The registered manager worked with other external professionals to ensure people were supported to maintain good health. People were involved in making decisions about their care and support. People were treated with dignity, their privacy was respected, and supported to be as independent in their care as possible.

Staff showed an understanding of equality and diversity. Staff respected people’s choices and preferences. People knew how to make a complaint. The registered manager knew if someone required end of life care.

There was a management structure at the service. Staff were aware of the roles of the management team. They told us the registered manager was approachable. People and their relatives commented positively about staff and the registered manager. The registered manager had worked in partnership with a range of professionals.

Rating at last inspection and update

The last rating for this service was good (published 23 May 2017).

Why we inspected

This was a planned inspection based on the previous rating.


We have identified breaches in relation to risk assessment and their management and effective quality assurance systems at this inspection.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and 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 10 January 2020

The service was not always safe.

Details are in our safe findings below.



Updated 10 January 2020

The service was effective.

Details are in our effective findings below.



Updated 10 January 2020

The service was caring.

Details are in our caring findings below.


Requires improvement

Updated 10 January 2020

The service was not always responsive.

Details are in our responsive findings below.


Requires improvement

Updated 10 January 2020

The service was not always well-led.

Details are in our well-Led findings below.