- Care home
Wyndham House
Report from 13 August 2024 assessment
Contents
Ratings
Our view of the service
Wyndham House is a care home registered to provide accommodation and personal care for up to 50 people. The home specialises in the care of older people. The service was also providing day care services to people. At the time of the inspection there were 34 people living at the home. On the day of first site visit there were 2 people attending the service for day care provision. This assessment was prompted by a notification of an incident following which a person using the service sustaining a serious injury. This incident is subject to further investigation by the Care Quality Commission (CQC) as to whether any regulatory action should be taken. This assessment did not examine the circumstances of the incident. The information shared with CQC about the incident, indicated potential concerns about the management of risks at the home and the quality monitoring of these. This assessment initially only examined 2 quality statements, Involving people to manage risks and Governance, management and sustainability. We identified additional concerns during the first site visit, through our observations and talking to staff, people and their relatives. We, therefore, extended the assessment to include the quality statements of Safe and effective staffing, Infection prevention and control and Capable, compassionate and inclusive leaders. The assessment started on 15 August 2024 with an unannounced visit to the service. A second site visit was carried out on 20 August 2024 and the assessment concluded on 4 September 2024. During the assessment we spoke with 6 people who lived at the home, 3 people’s relatives, 5 members of staff, an agency staff member, one visiting healthcare professional, a member of the provider’s estates team, 1 chef, 1 member of the kitchen team and 1 member of the housekeeping team. The registered manager, deputy manager, quality support manager, operations director and a peripatetic manager were available throughout the site visits.
People's experience of this service
People had open access to staircases at the home. Risk assessments were in place for some people using the stairs. However, the system to identify people at the home who required a risk assessment for using the stairs was not robust. All care and auxiliary staff we spoke with, a large proportion of people using the service and some of the relatives who provided feedback to us shared concerns in relation to staffing levels at the service. We observed during our site visits that call bells were ringing for a long periods of time before they were answered. We identified the service’s systematic approach to determine and review the number of staff required to meet people’s needs and keep them safe was not always robust. Through their own quality monitoring systems, the provider had identified areas of improvement in relation to staff training and supervision and we saw evidence of progress in achieving these. Staff were recruited safely, and the provider had an induction process for both new staff and temporary agency workers. People and relatives did not share any concerns in relation to infection prevention and control. We observed areas of the home where the carpets were heavily stained. This was being addressed by the provider who were organising for this to be replaced. We also observed that not all staff were adhering to correct use of personal protective equipment (PPE). Systems of oversight of the service were not always effective to assess, monitor and improve the quality of care people received. People and their relatives told us the service was a safe place to live. They were happy with the quality of the care they received, the level of training and skills of the staff. People felt able to raise any concerns; however, they were not always sure who to raise these with. People’s relatives were complimentary about the management of the service. One relative told us; “Yes [registered manager] is very approachable, she knows what she’s doing.”