Skip to content
CQC ExplainedEvery inspection report, in plain English

CQC report explained · a residential care home, run by Salutem Bid Co

High View

Old Falmouth Road, Truro, TR1 2HN

Requires improvementpublished 9 September 2023, 2 years ago

Rated Requires improvement: inspectors found the service was not performing as well as it should and told it what to change.

The five questions inspectors ask
Safe?
Requires improvement
Staff did not yet have the training and skills needed to keep people safe when they were upset or anxious. Inspectors also found heavy reliance on agency staff and incidents involving unsafe restraint.
Effective?
Good
People's capacity and consent were assessed appropriately. People were supported with healthcare, activities, decision making and independence, although nutritional and fluid support was not always consistently recorded in care plans.
Caring?
Good
People were treated with kindness, dignity and respect. Staff involved people in decisions and supported them to develop skills and independence.
Responsive?
Good
Care plans reflected people's needs and communication preferences. People took part in a wide range of activities, accessed the community and maintained relationships with family and friends.
Well-led?
Requires improvement
Managers had recognised some problems and developed action plans, but quality checks had not ensured that staff had the necessary training and skills. Paper and digital records also made it difficult to oversee all the care provided.
The latest report, explained

What inspectors found, September 2023

Rated Requires Improvement; inspectors found kind, personalised care, but serious gaps in staff training, staffing stability and oversight created safety risks.

Inspectors visited without notice on 10 and 12 July 2023. They spoke with all four people living there, staff, relatives and health professionals. They reviewed care plans, medicines, records, staffing, recruitment and training.

The home was caring, effective and responsive. People were treated with kindness, involved in decisions, supported to be independent and helped to take part in varied activities and community life. Medicines, infection control and recruitment were managed safely.

Safety and leadership both Requires Improvement. Staff lacked training in positive behaviour management and safe restrictive practices. The home also relied heavily on agency staff, including at times staff who did not know people's needs well. The provider had identified some problems and was taking action, but inspectors found that these systems had not yet ensured consistently safe care.

What inspectors praised

  • Kind and respectful care

    Inspectors found that people were comfortable with staff and received compassionate support. Staff respected people's privacy, dignity, choices and independence.

    “People were comfortable around their support staff and enjoyed playing games, laughing and joking together.” from the report

  • Personalised support

    Care plans were current and included detailed information about people's communication needs. People were involved in planning their support and daily activities.

    “People's care plans were up to date and accurately reflected their current needs.” from the report

  • Activities and community life

    People were supported to take part in varied and sometimes challenging activities, including community activities, shopping, walks, swimming and holidays.

    “People had been supported to participate in new and challenging activities in the community.” from the report

  • Medicines managed safely

    Medicines records were accurate and medicines were given as prescribed. Storage and regular audits were also described as safe.

    “Medicines were managed safely. Medicines administration records had been accurately completed, and staff ensured people received their medicines as prescribed.” from the report
What inspectors were concerned about

  • Staff lacked essential behaviour support training

    serious

    Staff did not have the skills needed to keep people safe during distress. Inspectors found incidents involving restraint where staff lacked the necessary training, including one incident in the community that exposed a person to significant risk of harm.

    “Staff had not received appropriate training and did not have the skills necessary to ensure people's safety when they were upset or anxious.” from the report

  • Heavy reliance on agency staff

    serious

    The home employed less than half of the staff it said were needed and regularly used agency workers. This meant people were sometimes supported by staff who did not know their individual needs well, and one agency worker had worked excessive hours.

    “The service was very short staffed as it currently employed less than 50% of staff required to meet people's needs.” from the report

  • Quality checks did not give full oversight

    needs fixing

    The home's systems had not identified or resolved all the training and staffing risks. Using both paper and digital records also made it harder for managers to see what care people had received.

    “This made it difficult for managers to have oversight of all aspects of the care people had received.” from the report
Questions to ask them, based on this report
  1. 01Which staff have now completed positive behaviour management and safe restrictive practice training?
  2. 02How will you ensure that agency staff understand each person's individual needs before working shifts?
  3. 03What is the current proportion of permanent staff, and what is the timetable for reducing agency staffing?
  4. 04What action has been taken after the incidents involving restraint, and how are similar incidents now prevented?
  5. 05Has the home moved fully to digital records, and how do managers now check that care records are complete?

This was the first inspection of the newly registered service and covered all five key questions, including infection prevention and control; the previous provider's Inadequate rating was from 2021. This explanation was written from the published report of 9 September 2023 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.

The story over the years

Every inspection of High View

3 rated inspections over 4 years: the service has slipped, from Good to Requires improvement.

  1. September 2023Requires improvementcurrent ratingup from Inadequate
    Safe: Requires improvementEffective: GoodCaring: GoodResponsive: GoodWell-led: Requires improvement

    Read what inspectors found at High View →

  2. June 2021Inadequatedown from Good
    Safe: InadequateEffective: Requires improvementResponsive: Requires improvementWell-led: Inadequate
  3. February 2020Good
    Safe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
  4. November 2022

    Registered with the Care Quality Commission on 21 November 2022.

Ratings and report dates from the Care Quality Commission. A service can also be visited without a new rating being published, so the timeline shows published inspections, not every contact the CQC has had with the service.

Another option

Or stay at home with a private carer

Many people who look at care homes end up staying at home with a carer who comes in for a few hours a day, or lives in. PrimeCarers introduces you to self-employed carers you choose yourself: interviewed, ID and DBS checked, from about £20 an hour or £1,120 a week live-in.

About live-in careHow PrimeCarers works
Same provider

Other services run by Modus Care Limited

17 other services on the CQC register. A pattern across a group tells you more than one report.

Carrick

Truro, TR3
Good
Residential
Rated 19 months agoReport explained

Heightlea

Truro, TR1
Requires improvement
Residential
Rated 3 years agocare home

Menna House

Truro, TR2
Good
Residential
Rated 12 months agocare home

Penhayes

Exeter, EX6
Good
Residential
Rated 7 years agocare home
Nearby

Other care homes near Truro

All in Cornwall

Heightlea

Truro, TR1 · 0.0 km
Requires improvement
Residential
Rated 3 years agocare home

St George's Hotel

Truro, TR1 · 1.3 km
Requires improvement
Residential
Rated 3 years agocare home

Tregolls Manor

Truro, TR1 · 1.7 km
Good
Residential
Rated 3 years agocare home

Comprigney Vean

Truro, TR1 · 1.8 km
Good
Residential
Rated 2 months agocare home