Wilford View Care Home

Updated 15 July 2022

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

Two inspectors completed a site visit. An Expert by Experience made telephone calls to relatives off site to seek their feedback. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

Wilford View Care Home is a care home without nursing care. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

At the time of our inspection there was not a registered manager in post.

Notice of inspection

This inspection was unannounced.

What we did before the inspection

The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.

We reviewed information we had received about the service from a variety of sources including notifications received from the manager (events which happened in the service that the provider is required to tell us about). We sought feedback from the local authority and professionals who work with the service. We also contacted Healthwatch for feedback about the service. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used all of this information to plan our inspection.

During the inspection

We observed staff engagement with people and spoke to five people who used the service. We also spoke with six people’s relatives. We spoke with the manager and acting deputy home manager and nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We also spoke with a care co-ordinator, the maintenance person and five care staff.

We reviewed a range of records. This included six people's care records either in full or specific parts and multiple medication records. We looked at three staff files in relation to recruitment. A variety of records relating to the management of the service, including audits and checks of the environment, premises and equipment, accidents and incident analysis.

Updated 15 July 2022

About the service

Wilford View Care Home is a purpose-built residential care home providing accommodation and

personal care for up to 83 people, including people living with dementia over three floors. At the time of the inspection 61 people were living at the service.

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

The risks to people's health and wellbeing were not always clearly documented, assessed or managed. People's records were not always detailed or up to date. People were at increased risk of harm because lessons were not always promptly learnt from incidents that occurred at the service.

There was enough staff to meet people’s needs. However, staff turnover, including management staff, was high. This prevented people and their relatives from building rapport with the staff. People and their relatives told us the support from the agency staff, “Was not the same,” as from the permanent, long standing members of staff. Some people and relatives said the agency staff did not know people well enough to provide good quality, person-centred care.

People were at increased risk of not having their medication administered correctly because their care plans were not always clear. The application of barrier creams to prevent skin from getting sore was often not documented.

People were at increased risk of catching and spreading infections, because staff did not always wear their PPE correctly.

People and their relatives were concerned about the management of the service. They noticed the lack of consistency and opportunities to express their feedback. The service was not led effectively because the systems and processes to monitor the service were not implemented or used efficiently. As a result, the quality of care was negatively impacted upon.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

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

Rating at last inspection

The last rating for this service was good (published 13 May 2021).

Why we inspected

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

The inspection was prompted in part due to concerns received about a high level of safeguarding incidents at the service. As a result, we undertook a focused inspection to review the key questions of safe, caring and well-led only.

The information CQC received about the incidents indicated concerns about the management of risks to people’s health and wellbeing. This inspection examined those risks.

For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating.

The overall rating for the service has changed from good to requires improvement based on the findings of this inspection.

We have found evidence that the provider needs to make improvements. Please see the safe and well led sections of this report.

You can see what action we have asked the provider to take at the end of this full report.

We requested the provider to immediately mitigate the urgent risks identified during the inspection and to provide us with an action plan on how other shortfalls will be addressed. The provider had taken agreed actions to mitigate the risks.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Wilford View on our website at www.cqc.org.uk.

Enforcement

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to monitor the service and will take further action if needed.

We have identified breaches in relation to safe care and treatment and the governance of the service.

Full information about CQC’s regulatory response to the more serious concerns found during inspections is added to reports after any representations and appeals have been concluded.

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 continue to monitor information we receive about the service, which will help inform when we next inspect.