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The Mill House Care Home Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 17 January 2020

About the service

The Mill House is a residential care home registered to provide personal care for up to 31 people over the age of 65 years. This is a purpose-built home providing care and support for people living with a dementia. The service consists of two floors. The facilities consist of communal areas including a cinema. At the time of the start of the inspection 29 people were living at the home.

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

People and most relatives were positive about the care and support provided by the staff team at the home.

However, there were areas of practice within the home which we brought to the attention of the registered manager as needing attention.

There were risks to people’s safety in their bedroom. We saw trailing wires which could present a trip hazard for people already identified as at risk of falling. The fire alarm was not always tested in line with the provider’s own procedures.

The storage of some items of medicines needed to be improved as well as some areas of recording medicines. People in their bedrooms did not always have their meal served suitably for them to access it appropriately.

Systems in place to monitor the quality of the service provided were in place however, they had not identified all the areas of concerns identified as part of this inspection such as shortfalls in the testing of the fire alarm and storage of certain medicines. Risks to people were not identified within assessments such as the trailing wires in bedrooms.

People liked the choice of food available to them and were offered regular drinks although records did not always show how much people should have to drink and whether this was achieved.

The registered manager took immediate action in all the areas we identified as needing improvement and gave an undertaking these improvements would be sustained.

Risk assessments were in place and safety checks were carried out on window restrictors, wheelchairs and water temperatures.

There were sufficient care staff on duty to meet people’s needs as well as other staff to ensure the needs of people were able to be meet. Staff were supported by the management team and received regular training via a training consultant to enable them to meet people’s needs. Safe recruitment procedures were in place.

People felt save living at the home. The registered manager and staff team were aware of their responsibility to report any safeguarding concerns. People’s needs were assessed prior to them moving into the home so they could be assured their needs were able to be met.

People were cared and supported by staff whom people liked and found to be kind and considerate. People had their privacy and dignity respected. Complaints and concerns were investigated and well managed.

People were able to access healthcare professionals to ensure their well-being was maintained. People at the end of their life were well cared for and their family members were supported by staff members.

The home was seen to be clean and staff were aware of how to reduce the risk of cross infection. The garden was assessable to people who could also spend time outside. Signage was in place to assist people find their way around.

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; systems in the service supported this practice. People were supported by staff who were kind and compassionate.

The registered manager and staff were motivated to provide the best service they could for people and their relatives. Systems were in place to audit the levels of service provided to people. They were keen to continually learn and take steps to make improvements.

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 Outstanding (published 19 April 2017).


Inspection areas


Requires improvement

Updated 17 January 2020

The service was not always safe.

Details are in our safe findings below.



Updated 17 January 2020

The service was effective.

Details are in our effective findings below.



Updated 17 January 2020

The service was caring.

Details are in our caring findings below.


Requires improvement

Updated 17 January 2020

The service was not always responsive.

Details are in our responsive findings below.


Requires improvement

Updated 17 January 2020

The service was not always well-led.

Details are in our well-Led findings below.