Melrose Care CQC Report 2019: Outstanding

At Melrose Care Home, we are dedicated to delivering exceptional standards of care to our residents. Our four core values put our residents at the centre of everything we do. These include person-centred care, learning & growth, fun & enjoyment, and individualism & dignity.

Our hard work has been recognised by the results of this year’s Care Quality Commission (CQC) report. The inspection took place in March 2019 and we are thrilled to announce that we received an overall rating of Outstanding – a rating that only 3% of care homes in England achieve. We are currently the only nursing home in Worthing with an overall Outstanding rating, and we scored positively in every aspect of the inspection.

What the CQC Report Says

Here are the summary findings of the 2019 CQC report. It explored the resident’s and their relative’s experiences of Melrose to review whether our service is safe, effective, caring, responsive and well-led.


  • The report found the service at Melrose to be safe, with systems and processes which ensure that any concerns are reported to appropriate authorities without delay.

  • A visiting professional told the CQC: “This is a safe place because it has a workforce who really want to be here. Compared to other Care Homes, it is a ‘home’ as in a ‘real home’. They have fun here; they don’t want gloom and doom.”

  • The CQC stated that people at Melrose have access to health and social care services as needed. The staff and management team provide strong support and work openly and professionally with external professionals which support people to receive a coordinated and consistent service.


  • Relatives say that they would “highly recommend” Melrose to others.

  • According to the report, the staff at Melrose are exceptionally competent in their roles, demonstrating deep compassion, understanding and empathy. It stated that, without exception, people and their relatives said that the service provided by Melrose was of an exceptionally high standard.

  • It found that people at our care home felt that they genuinely mattered and felt they were important.

  • Positive relationships are developed between staff and people at the care home, and they know each other well. People at Melrose said that they always feel respected by staff and that their privacy, confidentiality and dignity are maintained.

  • We specialise in end of life care and the report found that this is delivered with the utmost thought and compassion by staff who show a deep sense of empathy. The service goes above and beyond to ensure people have a dignified and pain-free death.


  • The report found our activities to be innovative and highly regarded by people and relatives. It said that our service goes the extra mile to ensure that people are involved and empowered in the planning of activities to reduce social isolation and improve well-being.

  • One relative told the CQC: “Carers are always looking for ways to stimulate residents through activities. My mother loved the faces of the alpacas that came in. It was a real highlight.”

  • We also received overwhelmingly positive feedback abut the quality of the food at Melrose, with people saying they enjoy socialising with each other in the dining room.

  • The CQC states that extensive thought has been given to the environment of the service to give Melrose a home from home feel. It found our furnishings and décor to be of an especially high standard.


  • The residents and relatives said how our service was responsive to their individual needs and circumstances, which gave them reassurance and peace of mind that their loved ones were well cared for.

  • People receive exceptionally high-quality care that meets and exceeds their needs at Melrose, according to the report. It found the management and staff team go above and beyond to ensure that people’s care and preferences met their expectations, with people’s wellbeing, independence and happiness being at the heart of our service.

  • One person said: “Your individuality is respected by all staff and care is delivered with dignity.”


  • The CQC report says that the management of the service has instilled an outstanding culture of care and support. People are extremely confident in the management of the service and spoke very highly of the dedication and enthusiasm of the provider, registered manager and team of very caring staff.

  • The Melrose staff maintain their professional knowledge and commitment to people and have received awards which recognise our level of commitment and dedication by management and staff.

  • A provider of another home who worked closely with Melrose told the CQC: “The registered manager is amazing and is the pillar of Melrose. She is hands on and knows exactly what is going on in the service. She is supportive to staff. Nothing is too much bother.”

To read the full report, simply visit the CQC website here.