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Gloucester House Requires improvement

The provider of this service changed - see old profile

Inspection Summary

Overall summary & rating

Requires improvement

Updated 10 December 2019

About the service

Gloucester House accommodates up to 54 people across four different units, called ‘villages’. Each village has its own facilities such as a small lounge and drink and snack making facilities. There were 39 people living at the service at the time of inspection. Many people required nursing care and were living with dementia, had diabetes, or experienced seizures. Some people had complex nursing needs such as a tracheostomy, which was in place to help them to breathe, and others had a tube into their stomach as a means of providing nutrition when they were not able to take food by mouth. Some people were nursed in bed, some needed help with moving around and others were able to mobilise independently.

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

There were some areas of the service that needed to improve. When these areas had been identified during inspection, the registered manager started to put measures in place to improve straight away.

Risks within the premises and environment had not always been identified to make sure management plans were in place to reduce the risks to people. Guidance was not always available for staff to make sure individual risks were controlled.

Opportunities were missed through the provider’s monitoring and auditing systems to identify the areas of quality and safety that needed improvement, so that action could be taken in a timely manner.

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; however, the policies and systems in the service did not support this practice by making sure the appropriate records were maintained. This is an area identified as needing improvement.

Staff were aware of people’s needs and how to keep them safe. People told us they felt safe and were supported by staff who knew how to support them. Nurses were conscientious in making sure people received their medicines safely.

There were enough staff to meet people’s needs and people confirmed they did not have to wait if they needed help, staff attended quickly. Staff said they could spend time with people, to chat in a relaxed way. Safe recruitment practices were followed.

People met with the management team before they moved into the service to check that nurses and staff would be able to meet their needs. Each person had a care plan that contained information about their choices and preferences and these were reviewed regularly.

Trained nurses monitored people’s health and referred people to relevant healthcare professionals when necessary. People were supported to eat a balanced diet and to keep as healthy as possible.

The premises were kept in good condition and were being refurbished to a high standard. People were involved in decisions about the refurbishment so the environment suited people’s needs.

Staff were supported through one to one meetings with their manager and regular team meetings. Their personal development was considered important and nurses and staff had access to extra training in addition to the training that was considered essential.

Staff knew people well and the atmosphere in the service was relaxed and happy. Relatives felt welcome and said they were also supported well by staff. People and their loved ones were involved in all elements of their care. People’s end of life wishes were recorded and their loved ones were included in the plan.

The activities staff supported a full activities programme where there was something to meet everyone’s interests. They continued to find ways to develop this further. People knew how to complain if they needed to and said they were confident their concerns would be listened to and acted upon, if they had any.

The registered manager promoted an open-door culture where people, relatives and staff felt they could speak to them at any time and they would be listened to. The registered manager was keen to m

Inspection areas


Requires improvement

Updated 10 December 2019

The service was not always safe.

Details are in our safe findings below.


Requires improvement

Updated 10 December 2019

The service was not always effective.

Details are in our effective findings below.



Updated 10 December 2019

The service was caring.

Details are in our caring findings below.



Updated 10 December 2019

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 10 December 2019

The service was not always well-led.

Details are in our well-Led findings below.