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Harbour Residential Care Centre Requires improvement

The provider of this service changed - see old profile

Inspection Summary

Overall summary & rating

Requires improvement

Updated 5 April 2019

About the service:

Harbour Residential is a residential care home for up to 108 people that was providing personal care to 12 people aged 65 and over at the time of the inspection.Since the last inspection the service has changed its name from Haven Lodge Care Centre to Harbour Residential and the provider registration has remained the same with CQC

People’s experience of using this service:

At our previous inspection we rated the service Inadequate. The failings were mostly regarding the provision of nursing care at the home. The provider has now cancelled their registration for nursing care and is no longer delivering this regulated activity. The service has been in Special Measures and has not achieved a rating higher than Requires Improvement since we began rating services in 2016.

We have rated this service as Requires Improvement as the provider needs to demonstrate that the improvements we found can be sustained with higher occupancy. At the previous inspection in September 2018 we found seven breaches of the Health and Social Care Act (2008). At this inspection we found the provider was no longer in breach of regulations.

People told us they were happy at the service. They felt safe and well-cared for by kind and caring staff. People’s relatives confirmed they were confident their loved ones received safe and kind care.

People were complimentary about the food. They had a choice of meals and were always able to have an alternative. Staff made sure people had enough to drink and received any support necessary to eat their meals. The kitchen staff were aware of any special dietary needs.

The environment was bright, well-maintained and clean throughout. There was a range of activities available including visits from a mother and toddler group which took place during our inspection.

Care was delivered by staff who were trained and supervised. Staff had undergone recruitment checks before being employed by the service. Staff morale was good and we observed staff interacting with people in a way they preferred.

People’s care needs were assessed and their care delivered in the way they preferred. Any risks to people were assessed and plans put in place to reduce risks. People’s emotional and social needs were included in their plans of care. Relatives were involved in planning and reviews of people’s care and could discuss any change in needs. They were informed of any incidents such as falls. People’s protected characteristics under the Equalities Act 2010 were not always considered in detail in people’s care plans. We have made a recommendation about this.

The provider sought feedback from people and their families. A satisfaction survey had recently been carried out which scored highly. The service had received a high number of compliments; many relatives expressed how satisfied they were with the care their loved ones received.

The registered manager demonstrated good leadership and staff morale was high. Staff told us they were well-supported and confident they would be listened to if they raised any concerns or had ideas for improving the service. The provider operated a clear governance system to identify and rectify any shortfalls.

Rating at last inspection: Inadequate (September 2018)

Why we inspected: This was a planned inspection based on the previous rating. The service’s rating had improved to Requires Improvement from Inadequate.

Follow up: We will continue to monitor the service through the information we receive. We will inspect in line with our inspection programme or sooner if required.

Inspection areas


Requires improvement

Updated 5 April 2019

The service was not always Safe

Details are in our Safe findings below.


Requires improvement

Updated 5 April 2019

The service was Effective.

Details are in our Effective findings below.



Updated 5 April 2019

The service was Caring.

Details are in our Caring findings below.


Requires improvement

Updated 5 April 2019

The service was Responsive.

Details are in our Responsive findings below.


Requires improvement

Updated 5 April 2019

The service not always Well-Led.

Details are in our Well-Led findings below.