• Care Home
  • Care home

Queensmount Care Home

Overall: Outstanding read more about inspection ratings

18 Queens Park West Drive, Bournemouth, Dorset, BH8 9DA (01202) 391144

Provided and run by:
Bupa Care Homes (BNH) Limited

Latest inspection summary

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Background to this inspection

Updated 5 August 2022

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

The inspection was carried out by three inspectors and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

Queensmount is a ‘care home’. People in care homes receive accommodation and nursing and/or personal care as a single package under one contractual agreement dependent on their registration with us. Queensmount is a care home with nursing care. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided. At the time of our inspection there was a registered manager in post.

Notice of inspection

This inspection was unannounced.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used information gathered as part of monitoring activity that took place on 5 May 2022 to help plan the inspection and inform our judgements.

We used all this information to plan our inspection.

During the inspection

We spoke with thirteen people who used the service and five relatives about their experience of the care provided. We spoke with seventeen members of staff including the regional director, quality manager, registered manager, nurses, care workers, activity staff, chef, and administrator. and receptionist. We also spoke with a doctor who had experience of the service. We used the Short Observational Framework for Inspection (SOFI). SOFI is a way of observing care to help us understand the experience of people who could not talk with us.

We reviewed a range of records. This included four people’s care records and multiple medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

Overall inspection


Updated 5 August 2022

About the service

Queensmount Care Home is a residential care home providing personal and nursing care to up to 49 people. The service provides support to older adults. At the time of our inspection there were 47 people using the service.

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

People received exceptionally safe care from staff that had been empowered to speak up, address poor practice and promote equality and diversity. People told us they felt safe and trusted the staff team.

A person- centred approach had enabled positive risk taking which meant people’s rights and freedoms were being respected. Innovative, holistic therapies were trialled to manage risks associated with people’s mental wellbeing, new equipment was being introduced to reduce risks associated with skin damage and falls. Health and safety training had included mock scenarios of emergency situations to ensure staff understanding and competence.

People were supported by enough staff who had recruitment checks to ensure their suitability to work with older people.

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.

People were cared for by staff that had undertaken an induction and received on-going training and support that enabled them to carry out their roles effectively.

People had their eating and drinking needs understood and met. People had access to a range of healthcare services and were involved in decisions about their health and well- being.

Queensmount provided an environment that enabled people to maximise their independence and provided both social and private areas with accessible outdoor space. People were involved in decisions about the environment.

Staff demonstrated outstanding care and kindness and demonstrated a passion for enabling people to be the very best they could be. A culture of inclusiveness was embedded in the care provided and staff respected people’s individuality. People were involved in decisions about their care and had their dignity, privacy and independence respected.

People were supported to maintain friendships and enjoy past interests and hobbies. People’s relatives and the local community were an integral part of the home. Staff were passionate about enabling people to achieve their dreams and imaginative in making important events happen.

People received outstanding end of life care that provided thoughtful, kind, professional support to both the person and their loved ones.

The home was exceptionally well led with a culture that was positive, inclusive, enabling and achieved high standards of care for people. Management initiatives motivated staff and created a ‘can do’ culture.

Diversity was celebrated and ensured an inclusive approach to engaging with people and developing the service. Management collaboration with other agencies maximised opportunities for people to receive outstanding care. Outstanding practice had been shared within the organisation nationally.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was outstanding (published 8 June 2019).

Why we inspected

We undertook this inspection as part of a random selection of services which have had a recent Direct Monitoring Approach (DMA) assessment where no further action was needed to seek assurance about this decision and to identify learning about the DMA process.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.