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Inspection Summary

Overall summary & rating


Updated 14 January 2020

About the service

Phoenix House is a residential care home for up to 15 people providing nursing and personal care to people living with mental health needs. At the time of inspection there were 11 people living at the home.

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

People received care from staff they knew. Staff had a good understanding of people's needs, choices and preferences. People were encouraged to make decisions about how their care was provided and their privacy and dignity were protected and promoted. Staff gained people's consent before providing personal care.

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 were involved in the planning of their care which was person centred and updated regularly. People were supported to express themselves, their views were acknowledged and acted upon. There was a complaints system in place and people were confident that any complaints would be responded to appropriately.

Staff understood their roles and responsibilities to safeguard people from the risk of harm. People were supported to access relevant health and social care professionals.

People’s medicines were managed in a safe way. People’s risks were assessed at regular intervals or as their needs changed. Care plans informed staff how to provide care that mitigated these known risks.

Staff were recruited using safe recruitment practices. Staff received training to enable them to meet people’s needs and were supported to carry out their roles. Staff were happy working at Phoenix House and were proud of their relationships with the people they supported.

The management team continually monitored the quality of the service, identifying issues and making changes to improve the care and to help people to achieve their goals.

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 (published 19 May 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 14 January 2020

The service was safe.

Details are in our Safe findings below.



Updated 14 January 2020

The service was effective.

Details are in our Effective findings below.



Updated 14 January 2020

The service was caring.

Details are in our Caring findings below.



Updated 14 January 2020

The service was responsive.

Details are in our Responsive findings below.



Updated 14 January 2020

The service was well-led.

Details are in our Well-led findings below.