The DurhamGate Care Home

Updated 28 October 2025

Date of assessment: 25 November to 4 December 2025.

Durham Gate Care Home is a care home providing accommodation and personal care to a maximum of 66 people, including older people, younger adults and people who may live with dementia or have sensory impairment or physical disability needs. At the time of our unannounced visit, 53 people were using the service.

A registered manager was in place. The registered manager is registered with the Commission and is legally responsible to ensure that the service is compliant with legal and regulatory requirements.

People's diversity, as unique individuals with their own needs, was very well-respected by staff. The staff team knew people well and provided support discreetly and with compassion. People’s privacy was respected, and people were supported to maintain contact with relatives and friends. The environment was exceptionally well-designed for people’s comfort and well-being. The activities co-ordinator ensured people were supported to experience a range of activities and entertainment.

The culture of the service was friendly, open and transparent where people's and staff voices were listened to in order to improve the quality of care. People, relatives and staff were confident about approaching the registered manager if they needed to. They recognised that their views and feedback were valued and respected and used to support quality service development.

The home was very well-maintained, and systems were in place to manage the environment safely. The home was clean, and staff were aware of infection prevention measures.

Staff received training around a range of topics to help ensure they were competent to carry out their role to ensure people’s care and safety. There was robust recruitment of new staff.

People received their medicines safely. However, some improvements were needed to the management of medicines records, which had been identified by the registered manager and was being addressed.

Records provided guidance to ensure people received safe, consistent, person-centred care and support. Equipment was available to meet people’s needs and to help maintain their independence. People’s mental capacity and ability to consent was taken into account, and people and their representatives were involved in planning their care and support. Deprivation of Liberty (DoLS) applications were appropriately submitted.

Staff were valued, they were encouraged to speak up and give feedback. Staff worked well with other professionals to ensure people's needs were met safely.

A mostly effective governance system was in place, however we advised some improvements to include more frequent audits, to ensure and maintain the quality of service provision.

Updated 28 October 2025

People and relatives were complimentary about how staff supported people to continue to enjoy a good quality of life. People told us staff were caring, kind and supportive. People and relatives’ comments included, “It is the little things, [Name] is happy and has plenty of food”, “I am well cared for” and “Staff are lovely here, they are very caring.”

People told us they felt safe with staff support. However, we received mixed feedback about staffing levels and staff deployment which was being addressed by the provider as new staff were in the process of being recruited. People and relatives’ comments included, “I know they are short of staff”, “Staff always seem busy, trying to cope with everybody, like on a morning, most people want to get up by a certain time” and “Staff are caring but they don’t have time to talk.”

People experienced a positive, relaxed, open culture that was compassionate and caring. We observed warm, respectful interactions between people and staff, delivered with humour and appropriate touch throughout the inspection. There was a varied programme of activities and entertainment. Peoples’ comments included, “We have been to the Metro centre and the garden centre”, “I really like the entertainment and quizzes”, “We have bowls, a special dog comes in, singers and alpacas” and “[Name] loves the singers.”

People were supported to make choices and were involved in decision making about their care and support. A person commented, “I am offered choice” and “We discuss choice at resident meetings.” Relatives told us they felt listened to and consulted when planning and agreeing how care and support should be provided. Staff supported people to have an active life in line with their preferences and choices about how they liked to spend their time.

People’s health and care and treatment needs were met, with the involvement of appropriate professionals where needed. A person commented, “Staff look after you pretty well, they noticed my sugar levels were high, and the GP increased my pills.”

Staff provided person-centred care to people, including when people were receiving end of life care. People felt able to complain and were confident action would be taken, and improvements would be made.