30 April 2019
During a routine inspection
People’s experience of using this service:
People were not protected from the risk of infection. Paper containing faecal matter had been left on top of the cistern in one toilet and a bedsheet was stained with faecal matter. Continence pads were not stored safely.
People’s care needs were recorded, as were their preferences, likes and dislikes in most cases. However, activities were not planned based on people’s interests, although there was a programme of activities every day. Information was not presented in an accessible format in line with people’s communication needs. Care plans lacked detail in some cases on how staff should support people’s specific needs.
People did not always feel there were enough staff to support them promptly when they needed help. One person said, “There are not enough staff and it puts me off calling them. I don’t want to overwork them, they do so much”. We have made a recommendation in relation to the deployment of staff.
On the day of inspection it was not clear who had overall management of the home. People had mixed views about the management. One person said, “We have two or three [managers], but they are mostly in their offices. You can go and see them, but they should be out here seeing us”.
People were positive about the care they received and staff were friendly, kind and caring. People were treated with dignity and respect and encouraged to make decisions about their care. A relative said, “We are always made welcome. They know we travel a distance and there’s always a drink and we can eat if we want to. We couldn’t be happier”.
People told us they felt safe living at the home. Their risks had been identified and assessed appropriately with guidance for staff on how to mitigate risk. Medicines were managed safely.
People were happy with the food on offer and said they had a choice of menu. Special diets were catered for. People had access to a range of healthcare professionals and support. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service support this practice.
People and their relatives were asked for their feedback through questionnaires and results were overall positive. Residents’ meetings took place and suggestions were listened to and acted upon. Staff felt supported in their roles and completed a range of training to carry out their responsibilities. They had the skills, knowledge and experience to deliver effective care.
Rating at last inspection: At the last inspection, this service was rated as Good (published in April 2018).
Why we inspected: We were required to inspect this service within 12 months of the last inspection because of a breach of regulation. The provider sent us a plan after the last inspection which outlined the actions they proposed to take to address the issues of concern. This inspection took place to check on the improvements made and in line with CQC scheduling guidelines for adult social care services.
Enforcement: Please see the ‘action we have told the provider to take’ section towards the end of the report.
Follow up: We will review the service in line with our methodology for ‘Requires Improvement’ services.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk