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Inspection Summary

Overall summary & rating


Updated 24 October 2019

People's care plans on most occasions reflected people’s needs and preferences although there were some inconsistencies found. However, staff were able to explain how they provided appropriate safe care that reflected people’s needs and preferences. People also expressed satisfaction with the care they received.

People were safe, and staff knew what to do to minimise risks to people as far as this was possible without infringing their rights.

People were supported by care staff that were caring and expressed interest in people and the support they provided them. People received person centred care and support based on their individual needs and preferences. Staff were knowledgeable about people, their needs and preferences and used this to develop good relationships with the people.

People were supported by care staff who had the skills and knowledge to meet their needs. There was some need for training refreshers, but this had been identified and training updates were on going. Staff understood, felt confident and well supported in their role. People's health was supported as staff worked with other health care providers when needed to support people’s healthcare needs.

People were supported to have maximum choice and control of their lives and staff understood they should support them in the least restrictive way possible; the policies and systems in the service supported this practice. People’s privacy, dignity and independence was respected by staff.

People enjoyed meals that reflected their preferences and there was access to a range of foods that met people’s needs due to their health, or specific preferences.

We saw the service was responsive to information from people and relatives. People could complain, and concerns were listened and responded to by the staff. Complaints and comments were used as a tool to drive improvement of the service.

People, relatives and staff were able to share their views with management. People enjoyed living at New Bradley Hall and were able to follow their chosen routines and enjoyed access to activities at the service or in the community.

Quality monitoring systems included audits and regular checks on people’s satisfaction with the service they received. The provider had systems in place to ensure they kept up to date with developments in the sector and changes in the law.

The registered manager and staff were approachable, organised, listened and responded to people and acted on feedback shared with them. The registered manager demonstrated they were not complacent and wished to improve the service further, for example developing care records further so they would be more person centred and accurate.

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’ (report published 24 March 2017)

Why we inspected

This was a planned inspection based on the previous rating.

Inspection areas



Updated 24 October 2019

The service was safe.

Details are in our safe findings below.



Updated 24 October 2019

The service was effective.

Details are in our effective findings below.



Updated 24 October 2019

The service was caring.

Details are in our caring findings below.



Updated 24 October 2019

The service was responsive.

Details are in our responsive findings below.



Updated 24 October 2019

The service was well-led.

Details are in our well-Led findings below.