3 May 2017
During a routine inspection
At the last Care Quality Commission (CQC) inspection in March 2015 the service was rated ‘good’ overall. However in the key question ‘Is it well led? we rated the service ‘requires improvement’. This is because we found a breach in legal requirements. The provider was not submitting notifications about significant events that took place at the service in a timely manner. We carried out a focussed inspection in June 2015 and found at that time the provider was meeting the legal requirement. We were able to improve their rating for the key question, ‘Is it well led?’ to ‘good’ because we saw evidence of consistent good practice in relation to the submission of notifications.
At this inspection we found the service remained ‘good’ overall. The service demonstrated they met the regulations and fundamental standards. However in the key question ‘Is it responsive?’ we rated the service ‘requires improvement’. This is because we found people may not be having all their social and physical needs met. People told us there was not enough to do to keep them active and engaged. Senior managers were already aware, prior to our inspection, that improvement was needed in the planning and organisation of activities and were taking steps to address this at the time of our inspection.
Although people said the provision of activities at the service needed to improve, they were generally satisfied with other aspects of the service. The provider maintained appropriate arrangements to deal with people’s complaints and concerns if they were dissatisfied with any aspect of the service.
People continued to be safe at Woodlands House. Staff knew how to protect people from the risk of abuse and followed appropriate guidance to minimise identified risks to people's health, safety and welfare.
Some people said at busy times the service appeared short staffed. However there were enough staff to keep people safe and the provider reviewed staffing levels monthly. The provider had arrangements in place to check the suitability and fitness of all staff. However senior staff were reviewing arrangements for carrying out criminal records checks on existing staff, after our inspection, to ensure they had full assurance about staff’s on-going suitability to work at the service.
People had a current support plan which reflected their choices and preferences for how their care and support needs should be met by staff. These were reviewed regularly by senior staff. Staff received relevant training and were well supported by senior staff to help them to meet people’s needs effectively.
People were supported to eat and drink enough to meet their needs. They also received the support they needed to stay healthy and to access healthcare services when needed. Medicines were managed safely and people received them as prescribed.
Staff were kind and treated people with dignity and respect. They ensured people’s privacy was maintained particularly when being supported with their personal care needs. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice.
The environment was clean and clear of slip and trip hazards. The premises and equipment were regularly maintained and serviced to ensure these were safe.
Since our last inspection there had been a change in leadership at service and provider level. People and staff spoke positively about the new home manager and said they were open, approachable and supportive. Senior managers at provider level had oversight and scrutiny of the service and supported the home manager to ensure quality standards were met. Audits were used to identify areas of the service that needed to improve to ensure people experienced good quality safe care and support. The home manager took responsibility for ensuring these improvements were made.
Senior managers were working proactively with the service provider for intermediate care. Managers from both services acknowledged there had been challenges in ensuring people using this service received joined up, seamless care and support. However they were working together to address issues and improve standards so that people received the care and support they needed.
Further information is in the detailed findings below.