Madeira House

Updated 3 October 2024

Date of assessment: 2 January to 30 January 2025. This assessment was a response to concerns we had received in relation to the quality of care, cleanliness of the service, poor governance and leadership, medicines, managing risks and keeping people safe. To review these concerns, we planned to review 12 quality statements across the key questions safe and well-led. We found there were areas for improvement in relation to staffing numbers and support, the accuracy of care records and leadership. These concerns resulted in breaches of 2 regulations in relation to good governance and staffing. However, we did not find any concerns in relation to medicines, the cleanliness of the service or safe care. Feedback from people and external professionals was overall positive. While the areas for concern were linked to the previous registered manager, the new temporary manager and senior managers in post were changing the culture and more responsive and approachable. The provider had recognised performance concerns with the previous registered manager and had taken action to address these. We found the provider to be open, honest and proactive about actions already taken and how they intended to continue to improve.

Updated 3 October 2024

Feedback from people and their relatives was overall positive. Although they told us they did not always feel listened to in the past or involved in reviews of care, their main concerns were in relation to staffing levels and the impact this had on the quality of care and wait times to receive support. However, people also felt the new manager had started to change the ethos and delivery of care and there was a new confidence that things would improve. They now felt able to raise concerns, had no complaints about the care and felt safe. People told us their choices were always respected, and they were eager to confirm that staff did their very best to take time and effort to understand them. They felt the home was well maintained and kept clean and were aware of the refurbishment taking place. People said staff did their best to support good hygiene levels and encouraged them to be as independent as possible. Not all people were aware of the specific medicines they were taking but those who were, told us they had no concerns and medicines were on time with pain relief offered when needed.