The Care Quality Commission
  • Care Home
  • Care home

Wisden Court

Overall: Good read more about inspection ratings

Wisden Road, Stevenage, Hertfordshire, SG1 5JD (01438) 354933

Provided and run by:
Runwood Homes Limited

All Inspections

During an assessment under our new approach

Wisden Court is a residential care home providing accommodation and personal care. This was the first assessment carried out under our single assessment framework.

This assessment was unannounced. Assessment activity started on 23 April and ended on 6 June 2024. We visited the service on 23 April 2024.

We looked at a total of 15 quality statements, all of which were in the safe and well led key question. At our last inspection (report published 06 February 2020) we found a breach in regulation.

At this assessment we found some improvements had been made in relation to risk management. However, we found unexplained injuries that had not been accurately recorded or referred to the local authority as potential safeguarding concerns. This was a breach of regulation, and the service remains rated Requires Improvement in the safe domain.

The provider had a system of audit and checks in place. Where these had not identified the lack of oversight regarding unexplained injuries, the regional director took immediate action to investigate where shortfalls had occurred, took remedial action and implemented measures to prevent reoccurrence.

Risk assessments were routinely completed and reviewed for all aspects of people’s care. Where we observed people receiving care, which was not in line with their assessed needs, the registered manager took immediate action once informed.

Staffing levels were sufficient and people’s needs were met in a timely manner. Robust recruitment practices were followed, and staff received a range of training to support them in their roles. We observed all areas of the service to be well maintained, with equipment in use routinely serviced to ensure safety.

Learning was shared with staff and stakeholders following surveys, events such as complaints and audits.

We have asked the provider for an action plan in response to the concerns found at this assessment.

31 December 2019

During a routine inspection

About the service

Wisden Court is a purpose-built residential care home providing personal care to 54 people at the time of the inspection. The service can support up to 54 people.

People’s experience of using this service and what we found

People were mainly happy with the care and support they received. Staff were kind, friendly and attentive to people’s needs. People gave mixed views about the number of staff to meet their needs and about if they could make choices relating to timing of care. Six out of the 12 people were spoke with told us they needed to wait for support at times. Staff felt that there were enough of them to meet people’s needs in a person-centred way and would be happy for a relative of theirs to live there. Staff were trained and felt supported.

People felt safe and staff were aware of how to promote people’s safety in most cases. However, we observed one person who was at risk due to staff not adhering to guidance in the person’s plan and some less positive moving and handling observations. Regular checks were in place from the Care Team Leaders to help ensure staff worked in accordance with training and health and safety guidance was adhered to. There were governance systems in place but these were not always used effectively as systems had not identified the issues we found as part of this inspection.

The environment was decorated festively for the season and people told us they liked it. There was plenty of communal space for people to enjoy. People who were participating enjoyed the activities that were provided. There was a ‘Tools down’ and ‘Forget me not’ scheme in place to help prevent social isolation.

People were supported to have maximum choice and control of their lives. Staff supported them in the least restrictive way possible and in their best interests. However, the policies and systems in the service did not support this practice. This was because the management team told us that the provider had advised them that deprivation of liberty safeguards applied to everyone living in the home, not just those who lacked capacity. While we found that this had not impacted on people’s rights or freedom, but the process needed to be amended to adhere to the principles of the Mental Capacity Act. Staff knew people well and worked in a way that promoted people’s preferences and wishes.

People were involved in planning their care when they moved into the home. However people did not always feel that they were involved throughout their stay. People had end of life care plans and there was a ‘Yellow basket’ scheme which invited people and relatives to add items of comfort for people, which were used when people were nearing the end of their lives. Complaints were responded to appropriately. Feedback was sought through meetings and surveys.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

The last rating for this service was Requires Improvement (published 4 January 2019). At this inspection the service has remained the same.

The provider was required to send us an action plan after the last inspection to show what they would do and by when to improve. The registered manager had completed the action plan but this had not been sent to us to review.

At this inspection enough improvement had not been made and the provider was still in breach of regulation.

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will meet with the provider following this report being published to discuss how they will make changes to ensure they improve their rating to at least good. We will work with the local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

27 November 2018

During a routine inspection

At our last inspection we rated the service good with one area rated a requires improvement. This was in relation to improvement needed for personalised care, care planning and activities. At this inspection we found that the areas which required improvement had been improved however we found that other areas now required improvement.

Wisden Court is a ‘care home’. People in care homes receive accommodation and personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

Wisden Court provides accommodation for up to 54 older people, this included people living with dementia. At the time of the inspection there were 48 people living there.

The service had a manager who was registered with the Care Quality Commission (CQC). A registered manager is a person who has registered with the CQC to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.

People and their relatives were mostly positive about the management team and how the home was run. There were systems in place to help identify issues and address them. However these were not always effective.

People told us that they felt safe and staff knew how to report any concerns. Medicines management needed to be improved to reduce the risk of any medicine errors. Staffing at peak times needed to be reviewed to ensure the deployment of staff helped reduce people waiting. Individual risks were assessed but the whole process needed to be recorded in a more robust way. Infection control was promoted.

People and their relatives were mostly happy with the care they received and people’s care plans were personalised. However, there were areas in regards to personalised care and recording in care plans that needed to be improved. Complaints were investigated and responded to. However, management and staff response to these needed to be further developed

Staff were recruited safely and received training and supervision. Staff knew what was expected with them and the service worked with other agencies to help develop systems in the home. The staff worked in accordance with the principles of the Mental Capacity Act.

People enjoyed their meals and maintain a healthy diet and people had access to health professionals. The building was designed in a way that people could move around as they wished and bedrooms were personalised.

People told us that staff were kind and they felt cared for. People were involved in planning their care. Confidentiality was promoted and privacy and dignity was respected and activities planning took into account what people enjoyed.

24 January 2017

During a routine inspection

This inspection was carried out on 24 January 2017 and was unannounced. At their last inspection on 22 January 2015, they were found to be meeting the standards we inspected. At this inspection we found that they had continued to meet the standards.

Wisden Court is registered to provide accommodation for up to 50 older people who require personal care and may also be living with dementia. At the time of the inspection there were 46 people living there.

The service had a manager who was registered with the Care Quality Commission (CQC). A registered manager is a person who has registered with the CQC to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.

People felt safe and staff knew how to promote people’s safety. Their individual risks had been assessed and accidents were monitored. There were sufficient staff to meet people’s needs and they had been recruited robustly. We also found that people’s medicines were managed safely.

People were supported by staff who were trained and felt supported. We found that people were asked for their consent and the principles of the Mental Capacity Act were adhered to.

People received support with eating and drinking. Assessments were carried out and where needed referrals were made to health professionals. We found that there was regular access to health and social care professionals.

People were treated with dignity and respect and were involved in planning their care. People had an advocate available if needed to assist them in being involved in their care. Confidentiality was respected.

People received care that met their needs and their care plans gave staff guidance about how to support people safely. People’s complaints were responded to and they felt listened to.

Activities were provided, however, care staff needed further development to support these on the units. There were more outings being arranged at the request of people living at the home.

There were systems in place to monitor the quality of the service. Staff were positive about the registered manager and people felt the service was well run.

28 January 2015

During a routine inspection

The inspection was carried out on 28 January 2015 and was unannounced. At our previous inspection on 20 September 2014 we found that they were meeting the required standards.

Wisden Court is a care home that provides accommodation and personal care for up to 46 older people, some of whom live with dementia. There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.

The CQC is required to monitor the operation of the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS) and to report on what we find. DoLS are put in place to protect people where they do not have capacity to make decisions and where it is considered necessary to restrict their freedom in some way, usually to protect themselves or others. At the time of the inspection the service had started to make applications to the local authority in relation to people who lived at the service. The manager and staff were familiar with their role in relation to MCA and DoLS.

People had their individual needs met. Staff knew people well and provided support in a timely manner. There was sufficient food and drink available and people were assisted to eat and drink in a calm and sensitive way.

People had regular access to visiting health and social care professionals where necessary. Staff responded to people’s changing health needs and sought the appropriate guidance or care by healthcare professionals. Medicines were managed safely to ensure people received them in accordance with their needs.

Staff were clear on how to identify and report any concerns relating to a person’s safety and welfare. The manager responded to all concerns or complaints appropriately.

Staff were recruited through a robust procedure and provided with regular training to ensure their knowledge was up to date. Staff were clear on what their role was and shared the manager’s views about the type of service they wanted to provide for people. People and staff were positive about the manager and their leadership.

20 September 2013

During a routine inspection

During our inspection of Wisden Court on 20 September 2013, we saw that staff had made every effort to identify and act on the wishes of people who lived there. One person told us, 'I decide what goes on and what I do. I have freedom of choice.'

Care plans we looked at showed that people's needs and preferences had been thoroughly assessed, documented and reviewed. A relative of a person who lived at the home said, 'I have been extremely impressed with the levels of care my [relative] receives. I cannot fault Wisden Court.'

We saw that people were provided with a healthy balanced diet and given appropriate levels of support where necessary to help them eat and drink. One person told us, 'I really like the food here, it's very tasty.'

Records showed that suitable arrangements had been put in place to ensure staff had been appropriately supported to perform their roles. One member of staff told us, 'I feel generally well supported. We have regular staff meetings and I definitely have a voice here.'

The provider had put systems in place to regularly assess and monitor risks and the quality of services provided at the home.

29 January 2013

During a routine inspection

During our inspection on 29 January 2012, we spoke with ten people who lived at Wisden Court. They were all very complimentary about the care they received and could not fault it in any way. All the people we spoke with told us they felt safe living at the home and they were able to make choices about whether they wished to participate in activities. One person told us 'The staff are nice and they are always smiling' Another person said, 'The staff are good and are always happy to provide us with the care we need' We observed and talked with staff who we found were very knowledgeable about the people who lived at Wisden Court. This meant they were able to understand people's needs.

The provider had procedures in place to deal with complaints.

6 January 2012

During a routine inspection

The people we spoke with during our visit to the service, on 06 January 2012, told us that they were happy with the quality of service provided for them and that their health and welfare needs were met. They also said that their privacy and dignity was respected and that they were complimentary of the staff, food and the variety of activities provided for them.