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Inspection Summary

Overall summary & rating


Updated 21 December 2019

About the service

The Mellows is a residential care home providing personal and nursing care for up to 50 people aged 65 and over. This also includes people living with dementia. At the time of the inspection there were 46 people living at the service.

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

Recruitment practices were not as robust as they should be to make sure the right staff were recruited, however we were assured from our discussions with the registered manager, immediate steps would be taken to make the required improvements. People told us they were safe. Suitable arrangements were in place to protect people from abuse and avoidable harm. Risks to people’s safety and wellbeing were assessed, recorded and followed by staff. Suitable arrangements were in place to ensure people received their medication as they should. Staff understood how to raise concerns and knew what to do to safeguard people. Enough numbers of staff were available to support people living at The Mellows and to meet their needs. People were protected by the prevention and control of infection. Findings from this inspection showed lessons were being learned and improvements made when things went wrong.

Suitable arrangements were in place to ensure staff were appropriately trained and newly appointed staff received an induction. Staff felt valued and supported by the provider and registered manager; and received formal supervision and an annual appraisal. The dining experience for people using the service was good. People received enough food and drink to meet their needs. People were supported to access healthcare services and receive ongoing healthcare support. The service worked with other organisations to enable people to receive effective care and support. 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. Since our last inspection to the service, many areas of the home environment had been refurbished and redecorated.

People and those acting on their behalf told us they were treated with care, kindness, respect and dignity. Staff had a good rapport and relationship with the people they supported, and observations demonstrated what people told us.

People’s care and support needs were documented, and staff had a good understanding and knowledge of these and the care to be delivered. However, improvements were required to ensure information relating to people’s end of life care needs was recorded in a more robust way. Suitable arrangements were in place to enable people to participate in meaningful social activities to meet their needs. Whilst some improvements were noted relating to the service’s complaint management arrangements, the registered manager wrote to us following the inspection. This provided an assurance that suitable measures would be immediately implemented to ensure robust investigations were carried out.

People told us the service was well-led and managed. Quality assurance arrangements enabled the provider and registered manager to monitor the quality of the service provided and staff performance.

We have recommendations relating to end of life care and recruitment practices.

Rating at last inspection

The rating at last inspection was good (published May 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up:

We will continue to monitor intelligence we receive about the service until we return to visit as outlined in our inspection programme and schedule. If any concerning information is received we may inspect sooner.

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

Inspection areas


Requires improvement

Updated 21 December 2019

The service was not always safe.

Details are in our safe findings below.



Updated 21 December 2019

The service was effective.

Details are in our effective findings below.



Updated 21 December 2019

The service was caring.

Details are in our caring findings below.



Updated 21 December 2019

The service was responsive.

Details are in our responsive findings below.



Updated 21 December 2019

The service was well-led.

Details are in our well-Led findings below.