Updated 29 October 2024
The assessment was completed on 11, 13, 18 November 2024. The assessment took place due to concerns received about people’s safety, care, risk and nutrition management at the service. We assessed a specific number of quality statements and found 4 breaches of the legal regulations. The provider and the registered manager did not always ensure they established and followed safe recruitment practices and ensure effective staff deployment. The registered manager did not always ensure they assessed, monitored and planned for all aspects of people’s care and related risks. Peoples’ needs were not always assessed or reviewed to ensure good outcomes to people. The registered manager did not always have effective oversight of the safe and proper management of medicines. The provider and the registered manager did not always maintain accurate and complete records. Governance and oversight of the service and its quality needed improvement. People and relatives were not always informed and involved in making decisions about their care and support. However, relatives were positive about staff being kind, caring and respectful. We observed the interactions between people and staff were positive and caring. Staff upheld people's privacy and responded in a way that maintained people's dignity. Relatives felt they could approach the registered manager, senior staff or others with any queries or concerns and felt they had good communication and relationships with the service. The relatives felt the home had a positive atmosphere and they were always made welcome and supported as family members. The registered manager appreciated staff’s work, contributions and efforts to ensure people received the right care and support to meet their needs. Most staff felt they could approach the management team for support and advice or raise concerns and issues. Most staff understood their responsibilities to raise concerns and report incidents or allegations of abuse.