- Care home
Henley House
Report from 19 December 2024 assessment
Contents
Ratings
Our view of the service
The assessment took place 13th to 27th January 2025 with site visits on 13th and 16th January 2025. The inspection was prompted in part by notification of an incident following which a person using the service sustained a serious injury. This incident is subject to further investigation by CQC as to whether any regulatory action should be taken. As a result, this inspection did not examine the circumstances of the incident. However, the information shared with CQC about the incident indicated potential concerns about the management of risk of falls. This inspection examined those risks. The service is a care home providing care for up to 23 people. At the time of the inspection, there were 23 people using the service. We found medication was not always safely managed, people did not give consent to their care and those people who were unable to make their own decisions did not have documentation in place for staff to make decisions on their behalf. We found whilst audits and checks were being completed, these did not identify and resolve the issues we found on inspection. Following the inspection, we received assurances from the provider improvements had been made. We found care provided was high-quality, person-centred and staff knew people well. People were involved in assessments of their needs. Care plans and risk assessments were regularly reviewed to ensure they were up to date. Leaders and staff had a shared vision based on learning and continual improvement. Leaders were visible in the service and there were enough staff to provide safe care. People who had protected characteristics felt supported and they told us there was no form of discrimination.
People's experience of this service
People using the service, relatives and staff spoke positively about the service. Risks to people had been assessed, care plans were detailed and were of high quality and there were sufficient levels of staff to provide safe care. People told us they felt safe, happy and well looked after. Largely, relatives gave positive feedback. Comments we received included, “Its fine here and we all have a good laugh. The carers are very good. They know us well.” And another person said, “The carers are very good. The manager is lovely. She will often come and have a chat. She’s great.”
People had a positive lunch time experience where there was choice over meals and people had time to eat their meals. People were treated with kindness, compassion and dignity. People’s dignity was respected and staff supported people’s preferences and wishes.
A relative told us, “My [relative] chose to come here herself. It is definitely peace of mind knowing she is safe. I don’t worry about her.” And another relative told us “I cannot thank them enough. [Relative] has been in here for 3 years and they have given me 3 more years with them.”
However, not everyone we spoke with had the same experience. One relative told us, “I have seen poor care when [relative’ moved in. I told the manager. Things I have said my [relative] enjoys and needs are not always followed.” Another visiting professional told us, “We have had concerns about the service and I have witnessed poor care and reported this to the manager. I have found some people have fallen, which was preventable, and people being left in wheelchairs or their beds for hours."