28 April 2022
During a routine inspection
Our rating of this location went down. We rated it as requires improvement. We rated this location as requires improvement because:
Staff and volunteers were not up to date with all their mandatory training and the provider did not monitor this effectively, which put people at risk of harm. Staff safeguarding training was not completed in line with policy and staff knowledge was varied. Staff assessed risks to people but did not always review them. Care records were not complete or contemporaneous.
The provider did not have policies which included best practice and up to date guidance. The medicines policy contained information which was out of date.
Managers had no way of monitoring the effectiveness of the service. Managers did not use audits to improve the quality of the service. Leaders did not use reliable information or governance systems to assure themselves the service being provided was safe. The provider did not practice safe and effective recruitment practices.
However:
The service had enough staff to care for people and keep them safe. The service controlled infection risk well. The service managed safety incidents well and learned lessons from them.
Staff provided good care and treatment, gave people enough to eat and drink, and gave them pain relief when they needed it. Staff worked well together for the benefit of people, supported them to make decisions about their care. Key services were available three days a week.
Staff treated people with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to people, families and carers.
The service planned care to meet the needs of local people, took account of people’s individual needs, and made it easy for people to give feedback. People could access the service when they needed it.
Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of people receiving care. The service engaged well with people and the community to plan and manage services.