Wilton Place Care Home

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

We reviewed 8 quality statement in this key question.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People and relatives did not share any concerns about this quality statement. People told us staff were managing their risks well and responsive if things went wrong.

Staff shared examples with us of incidents that had happened at the service and the learning that had taken place. Staff told us they were able to reflect on what had happened and discuss how they could improve things to prevent reoccurrence. Staff told us there was a ‘no blame’ culture which they appreciated.

Incidents and accidents were recorded on the providers electronic systems. Management at the service reviewed incidents and identified immediate actions and any further learning to mitigate risks. The provider also had oversight of all incidents to review for any patterns or trends. Learning was shared across the organisation and cascaded to all frontline staff.

People and relatives spoke positively about their experiences of moving into the service. People felt they had the support they needed from staff. One relative told us, “Given [relative] has dementia we expected the move to be difficult. However, the staff have coped well and [relative] is now thriving.”

The registered manager told us staff knew to prepare people’s records should an admission or hospital visit be required. This made sure healthcare professionals had the information they needed about the person and their health and social needs. The registered manager told us records such as medicines administration charts and hospital transfer documents all went with the person into hospital. When the person was being discharged from hospital back to the service, staff always made sure a discharge form was obtained. This form was written by hospital professionals and informed staff of all medicine’s information and health needs.

Healthcare professionals we contacted all shared positive feedback about the service and the staff. There were no concerns shared with us about this quality statement. One professional told us, “I was pleased to build a good relationship with staff at Wilton Place. Management was proactive in contacting me prior to the home opening to ensure they were aware of the processes for seeking advice and referrals. They have often contacted me when they have queries to discuss residents who may benefit from our support prior to referral which has helped with the process.”

The provider had safe systems to share key information about people’s needs with healthcare teams should a person be admitted to hospital. In addition, following a stay in hospital, management completed assessments prior to people returning to the service. This made sure changes in needs or medicines was identified before people returned. This enabled staff to obtain any equipment or plan any healthcare professional visits prior to people returning to the service.

People told us they felt safe and were happy living at the service. Comments from people and relatives included, “It is a great place to live. I would recommend it” and “We are very happy with the standards and quality, they [staff] take time to know the residents.” People told us where they had raised any concerns on their safety, the registered manager had taken immediate action in response.

Staff told us they had received safeguarding training, and they were aware of how to report any concerns. Staff had confidence in senior staff and management to take appropriate action where needed. One member of staff told us, “I would go straight to my senior, they would listen and take it [concerns] to management. The management are very easy to talk to, they deal with things. I have confidence they would deal with anything. They want a nice home as well and they want things to be good.”

We observed information about safeguarding was available to staff on notice boards at the service. We observed appropriate interactions between people and staff and noted people were comfortable approaching staff for help.

The provider had systems to make sure any safeguarding incidents were shared with the local authority safeguarding team. The registered manager knew who to contact for any advice on safeguarding concerns internally and at the local authority. Staff had applied for Deprivation of Liberty Safeguards (DoLS) for some people. Where these had been authorised by the local authority there were no conditions attached.

People and relatives were assured risks were being identified and managed safely. One relative told us, “[Person] has had no falls or skin lesions since being here, which I think is very good.” Another relative said, “[Person] is mobile without any aids although [person] is becoming more unsteady. The home has done a risk assessment and are keeping a close eye on [relative].”

Staff were aware of how to access people’s risk assessments and told us they had time to read them. Staff told us, if needed, they could contact relevant healthcare professionals to seek additional guidance. For example, if a person was at risk of falling, staff were able to contact local occupational therapists for advice on equipment. Staff said they felt risks were well managed in the service.

We observed staff working safely and following guidance in people’s risk management plans. Staff were encouraging people to do as much as possible for themselves whilst making sure people were safe.

People had personalised risk assessments and risk management plans which gave staff guidance on the support needed to keep people safe. The plans had been regularly reviewed with people and their relatives to make sure the safety measures were up to date.

People and relatives shared their positive feedback with us about the environment at Wilton Place Care Home. People thought the environment was safe and well maintained.

Staff were appreciative of working in a newly commissioned service and proud of the environment. One member of staff told us, “I like that it is a brand-new building and purpose built.” Another member of staff said, “The environment is lovely and has a lovely feel about it, I think it promotes the resident’s wellbeing.”

We observed the environment was well maintained. People and staff were using communal areas safely and people were comfortable in their own rooms. We observed equipment in the home was in a good state of repair and had been regularly serviced. When equipment was not in use staff stored it safely and chemicals were also locked safely in designated cupboards. We observed people had their call bells within their reach where needed which enabled them to call for staff assistance easily.

The provider had systems to check all aspects of the environment and equipment in the service. Some checks were carried out by maintenance staff on site and other checks were carried out by external contractors. If there had been any defects identified, action had been taken to carry out timely repairs. Regular checks being completed included gas safety systems, water systems, lifting equipment and electrical systems. Fire systems were checked weekly by staff and serviced regularly by external contractors.

People and relatives told us there were enough staff to safely meet their needs. People were also confident staff had the knowledge and skills needed to work at the service. Comments from people and relatives included, “There is always someone on hand if we have any questions” and “The staff have time to chat to families and residents.”

Staff told us there were enough of them to meet people’s needs. Staff said at times, when staff called unable to work at short notice, it was busy. However, staff told us the registered manager and deputy manager stepped in to help until staff cover could be found. Staff shared positive feedback about their training and supervision. Staff found their induction to be thorough and their training helped prepare them for their work. One member of staff said, “We are getting another carer, an extra member of staff will be useful. We get supervision, the senior carer does that. I can raise concerns if needed. We get face to face training and we also get e-learning training as well. I would say it is enough for me.” The registered manager told us recruitment had been a challenge. Finding the right staff for the right roles had been difficult and at times staff had not turned up for planned interviews. There was no agency staff being used, the registered manager told us they had some good ‘bank’ staff who filled the gaps on staffing rotas.

We observed there were enough staff available to meet people’s needs in a timely manner. During our site visit there was a refresher training session being completed for mandatory training. The regional trainer facilitated this, and we noted staff from other homes in the area also attended. We observed staff demonstrating they had the skills needed to support people and use equipment safely.

Systems were established for all the required pre-employment checks to be completed before staff started working at the service. This included a check with the Disclosure and Barring Service (DBS). All new staff received an induction, which included face to face training for 4 days and shadowing experienced staff. In addition, staff were required to do some training on e-learning. This covered areas such as health and safety, pressure area care and dementia. Records we reviewed demonstrated staff had regular supervision sessions and an annual appraisal. The provider had a dependency tool which was used to calculate staffing numbers. The registered manager told us this was reviewed regularly and if people’s needs changed, staffing numbers were increased.

People and relatives shared positive feedback about the cleanliness of the service. People were happy with how staff kept their rooms and the communal areas clean and tidy. One person said, “They [staff] have a good schedule for looking after things. They are consistently hoovering, clearing and tidying up.”

Staff told us they had training on infection prevention and control (IPC) and access to personal protective equipment (PPE). Feedback from staff included, “We have PPE, there is a little room on each section, so we have access to plenty. There is also some PPE in residents’ rooms depending on their needs” and “I have done IPC training and I have had my handwashing checked.”

We observed the environment was clean with no malodours. During our site visits we observed domestic staff were moving around the environment carrying out cleaning tasks. The laundry room was clean and tidy, and staff told us they regularly cleaned filters on tumble dryers. Staff used PPE safely and appropriately. We observed there was ample stock of PPE around the building.

The provider had an infection prevention and control policy, which was regularly reviewed and updated to reflect current guidance. The management team completed checks to ensure staff were putting the procedures and their training into practice.

People and relatives told us they were happy with the support they received from staff to manage their medicines. One person told us, “They [staff] do my medication for me. I take a lot of tablets, but I know what they are all for and why I’m taking them.” Relatives told us they were updated of any changes to people’s medicines when appropriate. One relative said, “They [staff] pick up on illnesses quickly. If any tablets change or if new ones are given, I am told by the senior carer or the GP.”

Staff told us they received training and felt confident administering people’s medicines. Part of the training included a check of their competence and staff told us this was done annually. The registered manager told us there had been concerns with medicines management, but they had worked hard with the GP and the pharmacy to resolve concerns.

People had their medicines as prescribed. Records and observing staff administering medicines, showed that people received their medicines safely. There were suitable arrangements for the storage, administration and disposal of medicines. This included those needing cold storage and controlled drugs. Policies were available to guide staff. Audits and incident reports identified any actions for improvement which were put in place.