Netherclay House

Ratings

• Overall

  Requires improvement

• Safe

  Requires improvement

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Requires improvement

Our view of the service

Date of Assessment: 14 January to 28 January 2025. Netherclay House, is a residential home providing support to older people living with dementia, mental health conditions, physical disabilities and sensory impairment. At the time of our assessment there were 31 people living at the service. This assessment was in response to CQC receiving information of concern about people’s care at the home. We found 3 breaches of regulations in relation to safe care and treatment, staffing and governance. We have asked the provider for an action plan in response to the concerns found at this assessment. People did not receive consistent, prompt support from staff to manage risks associated with their health and wellbeing. Monitoring charts were not being fully completed and staff did not understand the importance of this monitoring. The provider had failed to ensure there were enough staff to keep people safe from avoidable harm. The provider’s oversight and governance failed to ensure systems and processes identified the improvements needed in the quality and safety of care being provided. We observed staff being kind and courteous and taking time to gain consent. People lived in a clean, safe and well-maintained environment, with regular health and safety checks conducted. The provider followed safe recruitment practices and had ensured appropriate pre-employment checks were completed. Staff had received training and further training was being delivered.

People's experience of this service

While people felt the care provided was safe, our assessment found elements of care did not meet the expected standards. People told us staff were kind and caring but were very busy. One person commented, “The staff are lovely, nothing is too much trouble. I don’t use my bell, I don’t want to bother them, they are so busy.” People who were at risk of dehydration and skin breakdown, were not always being supported to eat and drink enough or supported to change their position to minimise the risks. We observed people did not always have access to call bells when in their rooms, to enable them to call for assistance if required.