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Inspection Summary

Overall summary & rating


Updated 10 April 2019

About the service:

Bank Close is a care home that provides personal care for up to 27 people. The accommodation is across two sites joined by a glass walkway. The main building contains communal spaces which include two lounges, a dining area and a conservatory. There are several bathrooms and toilets throughout the two buildings. Bedrooms are in the upstairs of the main building and in the adjoining building. At the time of the inspection there were 23 people using the service.

People’s experience of using this service:

At our last inspection we identified some areas which required improvement in relation to audits. At this inspection we saw some improvements had been made, however we found that these did not always offer the necessary information. This could have an impact on the care people received following an accident or incident as trends had not been identified. We found an error in the medicines, this had not been identified by the medicine audit. Audits were not consistently completed which raised concerns that the provider did not always have a robust system of quality monitoring.

People were supported by staff who know how to report any concerns and protect people from harm. There were enough staff to support people’s needs and staff had been recruited safely. Staff had received training for their roles and this was ongoing to keep up to date with any changing guidance. Risks to people had been assessed and where appropriate, measures put in place to reduce the risks. The environment had been made safe and there were measures to reduce the risks of infections. People’s medicine was managed safely and when events or incidents had occurred lessons were learnt and improvements made.

There was a homely feel and areas of the home had been refurbished. People were able to be part of the decision making in respect of the colour of the carpets in the home and what food they wished to be included on the menu. Dietary needs had been catered for and refreshments were available with snacks throughout the day. Health care was an integral part of the support provided and we saw that referrals had been made to a range of professionals. Any guidance they provided had been included and followed. People were supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible; the policies and systems in the service support this practice.

People were treated with kindness and compassion. Their needs were respected and they were able to choose how they spent their day. People’s information was stored in accordance with confidentiality laws. Some people continued to access their spiritual needs from visiting churches to the home.

The care plans covered all aspects of people’s care. The details included individual’s care needs, any risks and their preferences. Staff felt supported and the provider had introduced new systems which supported the care plans to be more accessible and detailed. Information was available in different formats to support people’s understanding. The environment had been refurbished and people were able to personalise their own space. There was an opportunity to engage in interests and hobbies.

There was a registered manager who understood the requirements of their registration. The complaints policy was in place and people felt confident in raising any concerns. We had received notifications about events and incidents so we could monitor the action the provider had taken.

The registered manager had engaged in local partnerships to ensure people received a good experience with their health and well-being.

Rating at last inspection: Requires Improvement (Published January 2018)

Why we inspected: This was a planned inspection based on the rating at the last inspection which was ‘Requires Improvement.’ At this inspection we found the required improvements had been made and we have rated the home overall as ‘Good’.

Follow up: We will con

Inspection areas



Updated 10 April 2019

The service was safe

Details are in our Safe findings below



Updated 10 April 2019

The service was effective

Details are in our Effective findings below



Updated 10 April 2019

The service was caring

Details are in our Caring findings below



Updated 10 April 2019

The service was responsive

Details are in our Responsive findings below


Requires improvement

Updated 10 April 2019

The service was not always well-led

Details are in our Well-Led findings below.