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Inspection Summary

Overall summary & rating


Updated 2 December 2020

About the service

Cloisters Care Home is a care home with nursing for up to 58 older people. At the time of our inspection 55 people were living at the service. There were two units. One unit was designed for people living with the experience of dementia. The other unit was for older people with nursing needs. The provider also offered care and support for people at the end of their lives and those receiving palliative care.

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

People using the service and their relatives told us they were happy and felt safe. They liked the staff and felt their needs were being met. Some relatives told us people's health and wellbeing had improved since they moved to the service.

Risks to people's safety and wellbeing had been assessed, planned for and monitored. There was equipment designed to keep people safe and staff were appropriately trained to use this. We saw people being supported in a safe way. There were systems to learn when things went wrong, for example following accidents and complaints. The staff made changes to help keep people safe from further harm and minimise risks.

People received their medicines as prescribed from trained staff. The staff worked closely with other health care professionals to monitor people's needs and respond to changes in their health and wellbeing.

There were enough staff working at the service to keep people safe and meet their needs. The provider had systems for safe recruitment and training staff. The staff explained they felt supported and had the information they needed to care for people.

The environment was suitable. It was clean and there were systems for managing infection control and prevention. These had been updated in 2020 due to the COVID-19 pandemic. The staff wore personal protective equipment (PPE) and made sure they followed procedures to prevent the spread of infection.

People were cared for by staff who knew them well. Their needs were assessed and recorded in care plans. The staff had consulted people about their care plans and the review of these to make sure their choices and views had been captured. People were supported to take part in a range of different activities and events. There had been changes to visiting arrangements in 2020 due to the pandemic, but relatives we spoke with were happy with the arrangements and told us they had opportunities to see their family members. Care was provided in a personalised way, taking account of people's individual needs, such as their religion and cultural needs.

The provider offered care to people at the end of their lives. This meant sometimes people moved to the home from hospital for a short time before they died. The staff worked with palliative care teams and other professionals to make sure people were safe, comfortable and pain free during this time.

The registered manager was supported by a team of senior staff. They had regular meetings and discussions to help make sure they had a consistent approach and provided coordinated care. There were effective systems for monitoring and improving the quality of the service, including making changes following adverse events, such as complaints, falls and safeguarding alerts. The staff worked closely with other stakeholders and consulted people using the service and their representatives so they could make improvements based on their feedback.

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 good (Published 10 March 2018).

Why we inspected

The inspection was prompted in part due to concerns received about people's care and safety. A decision was made for us to inspect and examine those risks.

As a result, we undertook a focused inspection to review the key questions of safe, responsive and well-led only.

We reviewed the information we held about the service. No areas of concern were identified in the other key

Inspection areas



Updated 2 December 2020

The service was safe.

Details are in our safe findings below.



Updated 2 December 2020



Updated 2 December 2020



Updated 2 December 2020

The service was effective.

Details are in our effective findings below.



Updated 2 December 2020

The service was well-led.

Details are in our well-led findings below.