- Care home
Melbourne House
Assessment report published 11 May 2026
Contents
Ratings
Our view of the service
Date of assessment visit, 23 March 2026.
This is the first assessment of the service under the new provider, since registering with the CQC on 16 February 2024.
The provider had significantly invested in refurbishing and upgrading the service, to ensure Melbourne House was a safe, inclusive and welcoming environment. The service had fully considered adaptations to ensure people living with dementia or mobility needs were supported effectively.
The service was well led, by an experienced and compassionate registered manager, who led the staff team by example. The staff team were well trained, skilled, competent and showed kindness and compassion towards people living at the service.
Staff ensured people were protected from the risk of harm or abuse, the whole staff team understood their responsibility to ensure safeguarding was a priority.
Staff worked in partnership with external bodies, to ensure people received appropriate review and support in a timely manner. The registered manager understood their responsibility to ensure safeguarding incidents were reported promptly to the local authority. The registered manager followed their duty of candour, and they were open and transparent with people and their relatives when incidents occurred.
The management team had robust quality and safety auditing processes in place, allowing them to be responsive to concerns or any shortfalls in care quality. These were used effectively to consistently drive improvement at the service.
The management team used feedback and learning from incidents, to ensure care quality was improved and lessons learned were fully embedded.
People's experience of this service
People were supported by a friendly, knowledgeable and experienced staff team, who understood their needs and respected their wishes and feelings.
People and relatives we spoke with all told us they felt safe within the home and with staff.
People and their relatives were happy with the staffing levels and the skills and competency of the staff team.
People and their relatives felt the service was clean, well maintained and they had the equipment they needed to support them or their family members’ effectively.
People and their relatives were involved in planning and reviewing their care. People and their relatives felt staff understood them well and responded to their needs promptly.
People and their relatives were positive about the activity provision in the service and being able to engage with their local community and faith groups.
People and their relatives felt confident in raising any concerns and feeling these would be responded to.
People and their relatives felt confident in the approach and availability of the registered manager and the staff team.
Relatives we spoke with were positive about the care and support provided for their family members.
Where people may not be able to express their views of their care experiences, we made observations of care provision, to help us capture their experiences.