The Royal Borough of Kingston-Upon-Thames vulnerable adult protection team recently shared some safeguarding information with us about the alleged poor care of people who live at Beaufort Lodge. As part of the multi-agency response to this safeguarding alert we agreed to carry out an unannounced inspection of the service in addition to the Local Authority lead investigation. We found no evidence of 'institutional' abuse or neglect at the service.
On balance the feedback we received from people using the service who were willing and capable of expressing their views was very positive about the standard of care and support provided at Beaufort Lodge. Typical comments made by the people we met included ' 'I love it here ' its my home', 'the meals are usually pretty good'looking forward to lunch today', 'staff treat us like 'kings', and 'the staff are lovely'cant fault them'. In addition to these comments the relative of a prospective new service user we spoke with told us all the staff they had met were always 'welcoming' and 'very friendly'.
The majority of people who the service told us there was always lots to do at Beaufort Lodge, although a number expressed sadness about the recent departure of the activities coordinator. Comments made by the people who use the service and staff included - 'there's always something going on here'I like to draw so staff make sure i havve got lots of art and craft stuff', 'the bingo nights are good ' plenty to do', 'staff are good to us, but they are sometimes too busy to do activities with us', and 'the activities coordinator was fantastic, shame they have gone ' we really need someone to organise the activities'.
The feedback we received from people about the food and drink at Beaufort Lodge was generally positive. Typical comments included -'I like the food here', 'the cook knows what I like to eat', 'if you want a hot drink or a biscuit you only have to ask', and 'the meals are alright'. During lunch it was positively noted that staff were quick to notice a person not eating their meal. This individual was immediately offered two alternative choices, which the cook promptly prepared for them.
People who use the service told us they felt safe living at Beaufort Lodge. Typical comments we received included - 'I like it here' and 'I feel safe living at Beaufort'.
During a tour of the premises it was evident the people who use the service live in a safe and relatively comfortable environment. However, all the staff we spoke with agreed the interior design and layout of the home could be significantly improved to make it a more stimulating place for people with dementia to live. Typical comments made by the people who use the service and staff about the environment at Beaufort Lodge included - 'I like my bedroom', 'ive got all the furniture I need here', and 'the providers are in the process of refurbishing the whole place, which is well overdue to be honest.
The premises also looked clean and tidy, but there remained a strong smell of incontinence in most of the communal areas throughout the visit. The carpets in these areas will either need to be replaced or more thoroughly cleaned. To comply with infection prevention and control standards the service also needs a sluicing facility to deal with 'foul' laundry.
We received a lot of positive feedback from people who use the service and a visiting relative about the staff who work at Beaufort Lodge. Typical comments included - 'staff are very good', "staff we met are always very welcoming and friendly', and 'I would give all the staff ten out of ten'.
We observed staff relate well with the people who use the service.
On numerous occasions we saw staff taking their time to talk to the people who use the service at eye level. The language used was also very positive and enabling.
However, staff did seem rather 'rushed' at times, especially at peak periods of activity. For example, during lunch staff did not always sit with the people who needed assistance and on one occasion staff were observed standing over people while they supported them to eat their lunch.