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Inspection Summary

Overall summary & rating


Updated 3 April 2020

About the service

Florence Road is registered to provide accommodation and specialist nursing care, treatment and rehabilitation for up to 57 adults who have a neurological disability. At the time of our inspection 37 people were living at Florence Road. Accommodation is divided between two buildings. Florence House is the main hub and provides care to people with acquired neurological conditions and end of life care. Westby House is within the grounds and provides transitional accommodation for people preparing to move back into the community.

Florence Road is also registered for providing personal care to people living in their own homes but had not commenced these activities so were not included in our inspection.

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

People, families and staff spoke positively about the new management structure and improvements in communication and teamwork. Quality assurance processes had been effective in identifying areas of improvement which had been actioned. Staff understood their roles and responsibilities, felt appreciated and involved in the development of the service. Scheduled meetings provided opportunities for people, families and staff teams to be involved and provided opportunities for learning. Links with other professional health and social care organisations ensured care kept up to date with best practice guidance.

People were cared for by staff who understood their role in identifying and acting upon concerns of abuse or unsafe practice. The registered manager understood their responsibilities for reporting safeguarding concerns to external agencies such as the local authority and CQC. Risks to people were regularly assessed, monitored and reviewed including risks associated with fire and infection. Actions in place to minimise avoidable harm were respectful of people’s freedoms and choices. People were cared for by staff that had been recruited safely, including checks on their suitability to work in a care setting. Medicines were managed and administered safely.

Pre-admission assessments captured people’s care needs and life style choices and were used to create an initial care and support plan. People were cared for by staff that had completed an induction and had on-going training and support that enabled them to carry out their roles effectively. People had their eating and drinking needs understood and met by both the catering and care teams. This included specialist diet plans for people who had difficulties with swallowing.

Effective working with internal and external therapists and clinical specialists enabled positive outcomes for people. People were supported to access healthcare services such as GP’s, dentists and opticians. 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 and their families spoke positively about the standard of care. The importance of maintaining contact with family and friends was recognised and families told us they were made very welcome. People had their communication needs understood enabling them to be involved in decisions about their day to day lives. People had their privacy, dignity and independence respected.

People received person centred care that was regularly reviewed and responded to changing needs. Social activities were varied and reflective of people’s culture, interests and abilities. People and their families felt listened to and had confidence in the complaints process. People had end of life plans that were reflective of their individual wishes and their spiritual or cultural needs.

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 requires improvement (published 12 March

Inspection areas



Updated 3 April 2020

The service was safe.

Details are in our safe findings below.



Updated 3 April 2020

The service was effective.

Details are in our effective findings below.



Updated 3 April 2020

The service was caring.

Details are in our caring findings below.



Updated 3 April 2020

The service was responsive.

Details are in our responsive findings below.



Updated 3 April 2020

The service was well-led.

Details are in our well-Led findings below.