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Inspection Summary

Overall summary & rating


Updated 26 March 2020

About the service

Protheroe House is registered to provide personal care to people living in specialist 'extra care' housing. Extra care housing is purpose-built or adapted single households in a shared site or building. People's care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection only looked at people's personal care service.

Protheroe House provides rented accommodation in 40 flats in one building. There was a dining area with bar, garden, hair salon, café, facility to store and charge mobility scooters and cinema room. The service also had ten flats which were used for reablement purposes. People who were recovering from illness or injury could stay for six weeks and have support with personal care, plus other services based in the building such as occupational therapy and physiotherapy. Where a person was not able to return to living independently, they could choose to move in permanently. At the time of our inspection, there were 25 people receiving personal care.

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

People told us they felt safe with the staff. People were supported by enough and suitable staff who knew how to keep them safe from the risk of harm and abuse. People were supported safely with medicines. People were protected from the risk of infection. People’s accidents and incidents were recorded.

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; the policies and systems in the service supported this practice.

People’s healthcare associated risks were identified and assessed. Risk assessments included mitigating factors to ensure safe care. People’s needs were assessed before they received a service. People’s needs were met by staff who were well trained and received regular support and supervision. People’s dietary needs were met effectively.

People told us staff were caring and treated them with respect and dignity. People were involved in making decisions regarding their care. People were supported to remain as independent as possible.

Care records were up to date, and person centred. People’s cultural and religious needs were respected when planning and delivering care. Discussions with the registered manager and staff showed they respected people’s sexual orientation so that lesbian, gay, bisexual, and transgender people could feel accepted and welcomed in the service. The provider had a complaints procedure in place and people knew how to make a complaint.

People and staff told us the management of the service were supportive. Staff told us they felt well supported by the registered manager. The service had quality assurance processes in place. The service worked well with other organisations to improve people’s experiences.

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 on 14 September 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 26 March 2020

The service was safe.

Details are in our safe findings below.



Updated 26 March 2020

The service was effective.

Details are in our effective findings below.



Updated 26 March 2020

The service was caring.

Details are in our caring findings below.



Updated 26 March 2020

The service was responsive.

Details are in our responsive findings below.



Updated 26 March 2020

The service was well-led.

Details are in our well-led findings below.