• Care Home
  • Care home


Overall: Outstanding read more about inspection ratings

Durham Road, Low Fell, Gateshead, Tyne and Wear, NE9 5AR (0191) 482 5859

Provided and run by:
Anchor Hanover Group

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Background to this inspection

Updated 3 February 2022

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.

As part of CQC’s response to the COVID-19 pandemic we are looking at how services manage infection control and visiting arrangements. This was a targeted inspection looking at the infection prevention and control measures the provider had in place. We also asked the provider about any staffing pressures the service was experiencing and whether this was having an impact on the service.

This inspection took place on 27 January 2022 and was announced. We gave the service 24-hours’ notice of the inspection.

Overall inspection


Updated 3 February 2022

This inspection took place on 1, 6 and 16 November 2018 and was unannounced. This meant the staff and provider did not know we would be visiting.

Northbourne is a ‘care home’. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. The Care Quality Commission (CQC) regulates both the premises and the care provided, and both were looked at during this inspection.

Northbourne provides residential care for up to 33 older people across two floors, in one purpose built building. Some of the people using the service were living with dementia. On the day of our inspection there were 33 people using the service.

At the time of our inspection visit, the service had a registered manager in place. A registered manager is a person who has registered with CQC to manage the service. They had been registered since October 2010.

At our last inspection we rated the service good. At this inspection we found the service had improved to outstanding. There was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns.

The service was extremely person-centred. Person-centred means the person was at the centre of any care or support plans and their individual wishes, needs and choices were taken into account. People received exceptionally personalised care that was responsive to their needs. People, family members and visitors were extremely complimentary about the service.

The provider had innovative ways of protecting people from social isolation, and went the extra mile for people they supported and to find out about their past.

The service had extremely effective ways of encouraging discussion and social stimulation, and had developed therapeutic approaches to support people with anxiety and frustration.

People and family members were an integral part of the service and were involved in making decisions about the home.

The registered manager continually strived to develop their knowledge and skills, and shared this learning with staff to ensure continuous improvement across the staff team. Staff were highly motivated and proud to work at the service.

The registered manager worked in partnership with external professionals to develop and improve

outcomes for people who used the service. The service had developed excellent links with the local community.

Governance was well embedded in the service and systems were in place that continuously assessed and monitored the quality of the service. People, family members and visitors were provided with several ways of feeding back on the quality of the service.

Accidents and incidents were appropriately recorded and risk assessments were in place. The registered manager understood their responsibilities with regard to safeguarding and staff had been trained in safeguarding vulnerable adults.

Appropriate arrangements were in place for the safe administration and storage of medicines.

The home was clean, spacious and suitable for the people who used the service, and appropriate health and safety checks had been carried out.

There were enough staff on duty to meet the needs of people. The provider had an effective recruitment and selection procedure in place and carried out relevant vetting checks when they employed staff. Staff were suitably trained and received regular supervisions and appraisals.

People were supported to have maximum choice and control of their lives, and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice.

People were protected from the risk of poor nutrition and staff were aware of people’s nutritional needs. Care records contained evidence of people being supported during visits to and from external health care specialists.

Staff treated people with dignity and respect and helped to maintain people’s independence by encouraging them to care for themselves where possible. Support plans were in place that recorded people’s plans and wishes for their end of life care.

The provider had an effective complaints procedure in place, and people and family members were aware of how to make a complaint.