Whyke Lodge

Whyke Lodge is a residential care home providing personal care to up to 23 people. The service provides support to older people and people living with dementia. At the time of our inspection care was being provided for 15 people in one adapted building.

People’s experience of using this service and what we found

People were not always protected from environmental risks. The provider had not always completed and updated risk assessments in a timely way to protect people and staff. Quality assurance systems were not in place to analyse patterns of incidents and accidents for staff to continually learn from to improve care.

People did not always experience person-centred and dignified care when at the end of their lives. Some people who were at the end of their lives shared rooms with others and when receiving care, they could not be assured of other people knowing about the support they were receiving and that the care they received would be in accordance to their wishes.

People’s capacity were not always assessed for decisions such as whether to share bedrooms with others. People were not supported to have maximum choice and control of their lives and staff did not support them in the least restrictive way possible and in their best interests; the policies and systems in the service did not support this practice.

People told us they felt safe and were comfortable to speak with staff or management if they had any concerns. Staff received safeguarding training and were knowledgeable on the prevention and reporting of abuse. People were supported safely with their medicines by staff who were trained to assist them. Staff followed good infection control practices to help protect people from the COVID-19 pandemic. Risks to people’s health were assessed and managed, care plans guided staff to support people in a safe way.

People were supported by staff who knew them well. Staff followed a training programme relevant to their role. Staff sought people’s consent before assisting them, when people declined support, staff respected their wishes. People’s nutritional and hydration needs were monitored and met. People enjoyed the food, one relative told us, “[Person] has always eaten well there. They are quite happy with what they get.” People were supported to access healthcare services when needed and staff worked with professionals to provide good outcomes for people.

People were cared for by consistent and kind staff who promoted their independence where possible. People and their relatives spoke highly of the care staff. Comments included, “Long term staff seem to stay, they seem happy and friendly. They know about my relative.” And, “I think the staff care are first rate, patient and loving.”

The registered managers sought feedback from people, their relatives and staff. Staff told us they felt comfortable to make comments and suggestions. We received positive comments regarding the running of the service. One staff member told us, “They are very organised. Their paperwork is great.”

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for the service under the previous provider was good (published on 1 March 2019.)

Why we inspected

This is the first inspection for this newly registered service.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

Enforcement and recommendations

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to monitor the service and will take further action if needed.

We have identified breaches in relation to capacity and consent, person-centred care and good governance at this inspection.

We have made a recommendation in relation to the premises.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.

We found the following examples of good practice:

People were well supported by staff to have telephone and internet contact with their family and friends. The service facilitated in-person visits in a manner which minimised the risk of infection spread, such as garden and window visits. An internal visitor’s pod had been created for people to meet. This was accessed directly from outside, minimising the risk of infection spread. Speaker systems had been installed to ensure conversations could be clearly heard.

The service ensured that any risks of visitors entering the home were minimised. Visitors were asked a series of screening questions, had their temperature checked on arrival and were subject to rapid lateral flow testing. Personal protective equipment (PPE) including face masks and aprons were provided for visitors before entering the home.

Staff had received training on how to keep people safe during the COVID-19 pandemic and people were regularly tested for COVID-19. The building was clean and free from clutter.

The environment had been adapted to encourage social distancing. Communal areas were arranged to enable enough space between people.

Plans were in place to isolate people if required, to minimise the risk of COVID-19 transmission, such as people returning following a hospital admission. One to one care and support arrangements were provided to those people required to isolate within their rooms.

Additional cleaning of all areas and monthly auditing of infection prevention processes were carried out. The service had good supplies of PPE which were readily available at stations throughout the service.

Effective welfare review processes were in place to monitor and support staff. Where required staff were signposted to well-being and mental health support organisations.

Managers spoke positively about the commitment and dedication staff had shown in supporting people's emotional and social wellbeing during the pandemic.