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Hamble Heights Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 22 June 2021

About the service

Hamble Heights is a residential care home which was providing personal and nursing care to 50 people aged 65 and over at the time of the inspection. The service can support up to 60 people. Hamble Heights provides care for people over four floors, each floor providing specialist care to people living with different needs, for example, one floor delivers specialist dementia care and another residential care.

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

Systems were in place to protect people from abuse and staff told us they would report concerns to management. Relatives had mixed opinions about the safety of their family members at Hamble Heights, some believed them to be entirely safe and others were concerned about safety issues. The premises were safely maintained however staff were concerned with risk levels at times, particularly at night. Several relatives had not yet been into the premises due to the pandemic so were unable to feedback about it.

The provider’s records for medicines administration, did not give assurance that medicines were administered as the prescriber intended. Medicine incidents reported were not appropriately investigated and actioned to prevent repeats of these incidents. Learning from audits and incidents were not embedded into practice. This was a breach of regulations.

Staff were safely recruited, and we only received positive feedback about Hamble Heights staff members.

Both staff and relatives felt there were not always sufficient staff on duty as family members had long waits for assistance from staff.

We were assured that infection prevention and control practices were in line with current guidance.

There were care plans covering a range of areas however these were not regularly reviewed. Care plans lacked a person-centred focus.

There was a training plan and records showed that most staff were up to date with essential training.

There had not been sufficient support in the form of supervision or one-to-one sessions with staff.

People’s nutritional needs were assessed, and their requirements were shared with the catering team. Not all needs had been communicated accurately which could cause significant risk of harm to people.

The service was supported by a local GP surgery, mainly through video calls during the pandemic.

The premises were purpose built and accessible to people. We received several comments about a lack of stable wi-fi provision in the service which had a detrimental effect on video calls.

People were usually 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. Some relatives had felt excluded from decision making even when they held a relevant power of attorney.

The provider did not have an embedded and effective audit process in place to ensure provision was monitored and improved. This was a breach of regulations.

The culture at Hamble Heights was not positive when we inspected. The management team were not visible on the floor of the service and we received many concerns from relatives about a lack of regular communication.

We were not assured that the provider understood the duty of candour and relatives were concerned they were not contacted when incidents involving their family member occurred.

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 11 November 2020).

Why we inspected

We had received several concerns in relation to medicines, care of people living with specific conditions and there had been several changes to the management team. As a result, we undertook a focused inspection to review the key questions of safe, effective and well-led only.

We reviewed the information we held about the service. No areas of concern wer

Inspection areas


Requires improvement

Updated 22 June 2021

The service was not always safe.

Details are in our safe findings below.


Requires improvement

Updated 22 June 2021

The service was not always effective.

Details are in our effective findings below.



Updated 22 June 2021



Updated 22 June 2021


Requires improvement

Updated 22 June 2021

The service was not always well-led.

Details are in our well-led findings below.