- Care home
Marsden Heights Care Home
Report from 15 July 2024 assessment
Contents
Ratings
Our view of the service
Date of assessment 22 July to 13 August 2024. The assessment was prompted in part due to concerns raised around staff conduct and people not being treated with care and compassion. We reviewed elements of the safe, effective, caring, responsive and well-led key questions. We found incidents had not always been shared appropriately with the relevant authorities and information was not analysed fully to ensure learning. Records relating to behaviours communicating distress or health conditions were not always robust meaning we could not be assured staff could manage situations safely, in an agreed and consistent manner. Concerns were identified with the environment and infection prevention and control (IPC), and medicines were not always managed safely. We observed several instances in which people were not supported to maintain their dignity and there was a lack of regular, meaningful activities . Whilst governance processes were in place, these had not identified concerns found during this assessment. However, robust recruitment processes were in place and the provider had recently taken action to improve staff numbers, training and support. Partners gave positive feedback about the service and its staff. We observed positive interactions. Staff took time to learn how people preferred to communicate, which helped them understand people’s needs and preferences well. People and their relatives were supported to be involved in decision making, and processes ensured they had the opportunity to give feedback or raise concerns. Reasonable adjustments were in place where required. Morale was generally good; staff spoke positively about the management team and confirmed action was taken in response to issues. Whilst some parts of this assessment identified areas of improvement were required, the provider was responsive to feedback and has already taken action to address the majority of concerns.
People's experience of this service
Generally, people and relatives praised staff. Feedback included, “The staff are good, they treat me well,” “It’s like a home from home,” and, “They are good in what they do.” Aside from several comments about the lack of activities and the environment, people and relatives were mostly complimentary about their overall experience. We received examples of how staff helped keep people safe, and how people were supported in line with their needs and preferences. People confirmed they (or relatives on their behalf) were involved in creating their care plans and told us staff and managers were responsive to changes in people’s health and well-being.