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Cole Valley Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 5 September 2019

About the service

Cole Valley is a residential care home registered to provide personal and nursing care for up to 45 people. At the time of the inspection there were 19 people using the service; whom were mostly older people living with dementia.

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

People were not yet consistenly supported to have maximum choice and control of their lives. Staff were however supporting people in the least restrictive way possible and in their best interests. The policies and systems in the service supported this practice although record keeping needed to be improved in relation to the use of the Mental Capacity Act 2005 (MCA).

People were not yet fully involved in developing their care plans and making choices around how they spent their time. Leisure opportunities and the use of meaningful activities needed further improvement.

People were supported by a staff team who understood how to protect them from abuse. Staff also understood how to protect people from harm such as injury, accident and wounds. People’s medicines were managed safely although some improvement was still needed.

People were supported by sufficient numbers of staff to keep them safe. However, staff did not always have time to provide truly person-centred care. Staff were recruited safely.

People were supported by a staff team who were receiving appropriate training and received support from management.

People’s nutritional needs were met and special dietary needs were known and understood. People were supported to protect their health as far as reasonably possible.

People were supported by a staff team who were kind and caring although the quality of interactions with people was inconsistent. Some improvement was still needed to how people were treated with respect and how their dignity was protected.

The manager had developed a range of audits and quality assurance checks that were assisting with driving improvement within the service. The provider however continued to fail to ensure they understood the legal requirements and were completing appropriate checks against the compliance of the service.

For more details, please see the full report which is on the CQC website at

Rating at last inspection (and update)

The last rating for this service was inadequate at the last inspection we completed in February 2019 (latest report published 09 May 2019) and there were multiple breaches of regulation. The service was rated as inadequate at the previous inspection completed in August 2018. Prior to this the service had been rated as requires improvement at inspections completed in 2017 and 2015.

This service was entered into Special Measures following our August 2018 inspection. During the most recent inspection, the provider demonstrated that improvements have been made. The service is no longer rated as inadequate overall or in any of the key questions. Therefore, this service is no longer in Special Measures.

Why we inspected

This was a planned inspection based on the previous rating.


We have identified breaches in relation to person-centred care and good governance at this inspection.

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

Follow up

We will meet with the provider following this report being published to discuss how they will make changes to ensure they improve their rating to at least good. We will also request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work with the 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 5 September 2019

The service was not always safe.

Details are in our safe findings below.


Requires improvement

Updated 5 September 2019

The service was not always effective.

Details are in our effective findings below.


Requires improvement

Updated 5 September 2019

The service was not always caring.

Details are in our caring findings below.


Requires improvement

Updated 5 September 2019

The service was not always responsive.

Details are in our responsive findings below.


Requires improvement

Updated 5 September 2019

The service was not always well-led.

Details are in our well-Led findings below.