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This care home is run by two companies: Willowbrook Healthcare Limited and WT UK OPCO 1 Limited. These two companies have a dual registration and are jointly responsible for the services at the home.

Inspection Summary

Overall summary & rating


Updated 19 September 2017

This unannounced inspection of Pemberley House took place on 20 and 21 June 2017. Pemberley House provides residential care for older people over the age of 65 and is situated within a residential area of Basingstoke. The home offers a service for up to 72 people. At the time of our visit 51 people were living in the home.

This inspection of Pemberley House took place on 20 and 21 June 2017. The home is registered to provide accommodation with personal and nursing care for up to 72 people. At the time of our inspection there were 51 older people living at the home, some of whom were living with dementia.

Accommodation at the home is provided over three floors, which can be accessed using the stairs or passenger lifts. There are usually five different areas within the home, referred to as communities. Two communities are located on each of the first two floors, with a single community situated on the top floor. At the time of our inspection the third floor was not occupied. Each of these households is staffed independently and has its own lounge and dining areas. This provided people with a sense of homeliness. Each household was designed to and furnished to meet the needs of the people living in them.

There is a large enclosed garden and patio area which provides a secure private leisure area for people living at the home. The home also has a boutique café with internet and computer facilities for people to meet and keep in touch with family and friends. The home contains a purpose built salon to provide hairdressing, manicures and other therapeutic services.

The previous inspection of Pemberley House in June 2016 found the service required improvements in most areas of care provision. At this time a different provider had legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the service is run. The current provider took over the management of the home and began to provide a service on 2 May 2017.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the service is run.

People were protected from abuse because staff were trained and understood the actions required to keep people safe. Staff had completed the provider’s required safeguarding training and had access to guidance to help them identify abuse and respond appropriately if it occurred. Staff were able to demonstrate their role and responsibility to protect people.

The risks relating to people’s health and welfare were assessed and recorded, along with actions identified to reduce those risks in the least restrictive way. They were personalised and provided sufficient information to allow staff to protect people whilst promoting their independence. People’s care plans had been reviewed to ensure they included all of the information staff required to meet people’s needs.

The registered manager completed a daily staffing needs analysis to ensure there were always sufficient numbers of staff with the right skills mix and experience to keep people safe. Staff had undergone relevant pre- employment checks as part of their recruitment to assure the provider of their suitability to support vulnerable older people.

People received their medicines safely, administered by staff who had completed safe management of medicines training and had their competency assessed annually by the registered manager.

The provider’s required staff training was up to date which ensured staff understood how to meet people’s support and care needs. Training was refreshed regularly to enable staff to retain and update the skills and knowledge required to support people effectively.

Staff had received individual supervisions and appraisals from their supervisors who completed competency assessments in relation to staff skills such as moving and positioning.

Staff protected people’s rights to make their own decisions and supported them to make as many decisions as possible. Where people did not have the capacity to consent to care, legislation designed to protect people’s legal rights was followed correctly and confidently by staff.

People were treated with dignity and respect at all times. Staff demonstrated caring and positive relationships with people and were sensitive to their individual choices. Staff were skilled in supporting people to express their views and communicated with them in ways they could understand.

People were supported to have enough to eat and drink. Mealtimes were a social event and staff supported people, when necessary, in a patient and friendly manner.

People and where appropriate their relatives were supported to be actively involved in making decisions about the care they received. Staff had developed positive caring relationships with people and spoke with passion about people’s needs and the challenges they faced.

People’s privacy and dignity were maintained by staff who had received training and understood how to support people with intimate care tasks. Staff demonstrated how they encouraged people to be aware of their own dignity and privacy.

The management team were committed to ensuring people were involved as much as they were able to be in the planning of their own care. Staff reviewed people’s needs and risk assessments monthly or more frequently when required to ensure that their changing needs were met.

The registered manager sought feedback from people, their families and staff, which they used to drive continuous improvement in the service. People had access to information on how to make a complaint, which was provided in an accessible format to meet their needs.

People benefitted from a well-managed and organised service. The provider’s clear vision and values underpinned staff practice and put people at the heart of the service. Staff were aware of the provider’s values, which they demonstrated in practice whilst providing people’s daily care and support. People, relatives, staff and health and social care professionals spoke positively about the open culture and positive management of the home.

The registered manager was approachable and well supported by the provider. There were comprehensive quality assurance processes in place using formal audits and regular contact with people, relatives, professionals and staff. The registered manager was responsive to new ideas and had developed links with external organisations and the community.

Inspection areas



Updated 19 September 2017

The service was safe.

People were protected from abuse and the risk of harm because all staff had completed current safeguarding and whistleblowing training and understood their role and responsibility to keep vulnerable people safe.

Staff were aware of people who were at particular risk of avoidable harm and the necessary measures required to mitigate these risks.

The registered manager ensured there were always sufficient numbers of suitable staff deployed to keep people safe and meet their assessed needs.

People received their medicines as prescribed from staff who followed current and relevant guidance about the safe management and review of medicines.



Updated 19 September 2017

The service was effective.

Staff received appropriate supervision and support to ensure they had the required skills and experience to enable them to meet people�s needs effectively.

People were supported to make their own decisions and choices.

People were supported to eat a healthy balanced diet of their choice, which met their dietary requirements.

People were supported by staff to maintain good health, had regular access to healthcare services and received on-going healthcare support when required.



Updated 19 September 2017

The service was caring.

Staff developed caring and positive relationships with people and treated them with dignity and respect.

Staff promoted people�s independence and understood the importance of respecting people�s choices and their privacy.

People were encouraged to maintain friendships and important relationships.



Updated 19 September 2017

The service was responsive.

People received personalised care that was responsive to their needs.

People knew how to raise concerns or make a complaint and were confident the registered manager would take prompt action to deal with them.

The registered manager used feedback, concerns and complaints as an opportunity to learn and improve the quality of the service provided.



Updated 19 September 2017

The service was well-led.

The management team promoted an open, inclusive, and person centred culture and encouraged people and staff to be actively involved in developing the service.

The registered manager provided clear and direct leadership visible at all levels which inspired staff to provide a quality service.

The registered manager effectively operated quality assurance and governance systems to drive continuous improvement in the service.