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CQC report explained · a nursing home, run by Baxters Homecare

Hithermoor House

265 Hithermoor Road, Staines-upon-Thames, TW19 6AZ

Outstandingpublished 18 May 2023, 3 years ago

Rated Outstanding: inspectors found the service performing exceptionally well.

The five questions inspectors ask
Safe?
Good
There were at least two staff on duty on every shift, including at night. Risks, safeguarding, infection control and medicines were managed safely, although the report records that a medicated patch had previously been applied incorrectly and a pharmacy label had been wrong.
Effective?
Good
Staff received general and specialist training and worked with healthcare professionals. People's health, nutrition, hydration, consent and equipment needs were assessed and reviewed.
Caring?
Good
People described staff as kind and compassionate. Staff respected privacy, dignity and choices, and encouraged people to do more for themselves.
Responsive?
Outstanding
Care was exceptionally personalised and reflected people's goals, communication needs, interests and wishes. Inspectors found the home had helped people improve their quality of life and access activities and the community.
Well-led?
Outstanding
Inspectors found strong leadership, an open culture and effective oversight. Feedback from people, relatives, staff and professionals was used to improve care.
The latest report, explained

What inspectors found, May 2023

Rated Outstanding; inspectors found highly personalised care, strong leadership and safe support, with all five areas rated Good or Outstanding.

Inspectors visited the home on 23 February 2023. They spoke with both residents, the registered manager, a family member, staff and professionals. They checked care records, medicines, recruitment, training, audits and safety arrangements.

The home supports up to two adults with physical disabilities or complex healthcare needs. Inspectors found enough trained staff, safe medicines management, good risk assessment and kind care. People were involved in decisions and supported to be independent.

Responsive care and leadership were rated Outstanding. Inspectors found care was exceptionally personalised, including support with communication, healthcare, community access, relationships and end of life wishes. Safe, Effective and Caring were rated Good. This was the home's first inspection.

What inspectors praised

  • Personalised care

    Care plans reflected people's individual needs, strengths, goals and wishes. Staff and families were involved in planning and reviewing care.

    “People's care was exceptionally personalised and planned to meet their individual needs and wishes.” from the report

  • Support to live more independently

    The home adapted its building and obtained specialist equipment so people could move around more easily, spend time with others and work towards community activities.

    “The model of care and the design of the building had been planned to meet the needs of the people living at the home.” from the report

  • Kind and respectful staff

    People said staff provided emotional support and respected their privacy, dignity and decisions. Staff encouraged people to develop and maintain their independence.

    “People were supported by kind and caring staff, who respected equality and diversity.” from the report

  • Strong leadership and improvement

    The registered manager encouraged feedback, learning and partnership working. Inspectors found governance systems were embedded and helped maintain quality and safety.

    “Governance was embedded into the running of the service, which helped keep people safe, protect their rights, and ensure they received high quality care.” from the report
What inspectors were concerned about

Inspectors raised no specific concerns in this report.

Questions to ask them, based on this report
  1. 01How will you maintain at least two staff on duty at all times, including overnight, if there is an unexpected staff shortage?
  2. 02What changed after the incident where a medicated patch was applied incorrectly, and how do you now check patches are given safely?
  3. 03How would you support my relative to communicate pain, choices or worries if they could not speak or use a call bell?
  4. 04What specialist equipment and adaptations could you provide for my relative, and how would you help them work towards their own goals?
  5. 05How would you involve our family in care planning, reviews and decisions about end of life care?

This was the first inspection of the newly registered home and covered all five key questions, including infection prevention and control. This explanation was written from the published report of 18 May 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 Hithermoor House

Each visit the CQC has published, newest first, back to the day the service was registered.

  1. May 2023Outstandingcurrent rating
    Safe: GoodEffective: GoodCaring: GoodResponsive: OutstandingWell-led: Outstanding

    Read what inspectors found at Hithermoor House →

  2. December 2021

    Registered with the Care Quality Commission on 9 December 2021.

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.

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