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Inspection summaries and ratings from previous provider

Overall summary & rating

Requires improvement

Updated 27 September 2019

About the service

The Friendly Inn provides accommodation and personal care for up to 30 people. There were 24 people living in the home on the day of our inspection visit some of whom were living with dementia.

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

The provider had appointed a new management team since our last inspection and changes had been made to drive forward improvement. A service improvement plan was under constant review and further improvements were planned to take place. A range of new audits and checks had been introduced which demonstrated progress had been made. However, further time was needed to ensure improvements made were sustained.

The management of risk in the home had improved and staff had a better understanding of how to mitigate risks. Immediate action was taken to address the risks we identified in relation to fire safety.

Lessons had been learnt when things had gone wrong. Learning from accidents and incidents had been shared with staff. The management team understood their legal responsibilities to protect people and had shared important information with the local authority and CQC when required.

Staff were recruited safely and there were enough staff on duty to meet people's needs. Staff had received training and support, so they were more confident in their abilities to provide safe and effective care. Staff understood their responsibilities to protect people from abuse or discrimination.

People felt safe and had increased confidence in the ability of staff to deliver effective care. Feedback from people and relatives was gathered by the management team and was used to support continuous improvement.

Relationships with other healthcare professionals had improved which helped support people’s health and wellbeing. Mealtime experiences had improved. The home was clean and infection prevention measures were effective.

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.

The management of people’s personal information had improved. Staff were attentive and responsive to people’s needs. Care was provided in a dignified way. People’s right to privacy was respected and their independence was promoted.

People were happy with the social activities available to occupy their time. People enjoyed the food and their nutritional needs were met. People received their medicines as prescribed and had access healthcare professionals when needed.

For more details, please see the full report which is on the CQC website at

Rating at last inspection (and update)

The last rating for this service was inadequate (published 10 June 2019) and there were multiple breaches of regulation. The provider sent us an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.


Since the last inspection we recognised that the provider had failed to notify us of incidents. This was a breach of regulation and we issued a fixed penalty notice. The provider accepted the fixed penalty and paid this in full.

This service has been in Special Measures since June 2019. During this inspection the provider demonstrated improvements have been made. The service is no longer rated as inadequate overall or in any of the key questions. Therefore, this service is no longer in Special Measures.

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


Requires improvement

Updated 27 September 2019

The service was not always safe.

Details are in our safe findings below.


Requires improvement

Updated 27 September 2019

The service was not always effective.

Details are in our safe findings below.



Updated 27 September 2019

The service was caring.

Details are in our caring findings below.


Requires improvement

Updated 27 September 2019

The service was not always responsive.

Details are in our responsive findings below.


Requires improvement

Updated 27 September 2019

The service was not always well-led.

Details are in our well-led findings below.