Percy House in Blyth, Northumberland, providing accommodation and personal care for people with mental health needs was rated outstanding for being caring and responsive following an inspection by the Care Quality Commission (CQC), 18 December 2019 & 3 January 2020.
It achieved the score of Good for the safe, effective and well-led categories.
The CQC report highlighted that staff worked tirelessly with several people to help them re-establish relationships with family members that had previously broken down. If this could not be done face-to-face the service provided iPads so that residents could communicate with their families.
Residents said they were exceptionally well treated and valued. They felt part of the provider's family because they had run the home for many years. Comments included, "It's run by a family and I feel part of the family", "It's a wonderful place" and "They are like friends.”
People received an exceptionally personalised service that supported their very individual needs. The service was distinctive in its success of assisting people with complex mental health difficulties to maximise their independence. People who had previously been unable to cope in community settings had been supported to achieve positive outcomes in their lives.
The service was extremely adaptable and flexible to meet any changes in people's needs. Staff were able to spot even slight changes in the well-being of residents. For example, if one person didn't shave each day it meant their mental health had dipped so staff could be on hand to monitor them.