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Inspection Summary

Overall summary & rating


Updated 19 February 2020

About the service

Millway House is a residential care home providing personal and nursing care to 42 people aged 65 and over at the time of the inspection. The service can support up to 58 people.

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

People felt safe living at Millway House and they were very much at the heart of the service. We received positive feedback from people and their relatives about the care provided.

Relevant recruitment checks were conducted before staff started working at the service to make sure they were of good character and had the necessary skills.

Staff had received training in safeguarding adults and knew how to identify, prevent and report abuse. There were enough staff to keep people safe.

Staff received frequent support and one to one sessions or supervision to discuss areas of development. They completed training and felt it supported them in their job role.

People were supported with their nutritional needs when required. People received varied meals including a choice of fresh food and drinks. Staff were aware of people’s likes and dislikes.

Staff had developed positive and caring relationships with people and their families. Staff were highly motivated and demonstrated a commitment to providing the best quality care to people in a compassionate way. People’s privacy and dignity was always maintained.

Medicines administration records (MAR) confirmed people had received their medicines as prescribed.

Staff working at the service understood people’s needs and supported people in a personalised way. Care was provided respectfully and sensitively, considering people’s different needs.

Regular audits of the service were carried out to assess and monitor the quality of the service.

There were appropriate management arrangements in place and relatives were very positive about the management in the home.

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.

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

Rating at last inspection

The last rating for this service was requires improvement (published 12 January 2019) and there were multiple breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect

Inspection areas



Updated 19 February 2020

The service was safe.

Details are in our safe findings below.



Updated 19 February 2020

The service was effective.

Details are in our effective findings below.



Updated 19 February 2020

The service was caring.

Details are in our caring findings below.



Updated 19 February 2020

The service was responsive.

Details are in our responsive findings below.



Updated 19 February 2020

The service was well-led.

Details are in our well-Led findings below.