Some people, who lived at Manor Court were able to express their views clearly, and make their needs known. However, there were a number of people who lived at the home, who either had a diagnosis of dementia or who were not able to verbally communicate with us. Due to their communication needs, we observed these people more closely to ascertain whether their needs were met.We observed three people who found verbal communication difficult. The three people we observed had not been supported appropriately to meet their personal care needs. When we checked their care records, to see which, staff had supported them that day; the records had not been completed by staff. There were no records that these people had received any support, to help them get up and washed and dressed appropriately. We also identified that one of these people, had not been offered access to medical treatment in a timely manner and this had led to an emergency GP being called for them. This demonstrated to us that at the point of care delivery the service was failing these people by not meeting their most basic care and health needs.
When we spoke to three people who were able to communicate with us verbally, they told us staff treated them with dignity and respect. Their individual Comments included,
'I've got no complaints about the service. The staff are lovely. I would report any concerns I had to the staff and they would take action.'
'The staff are very nice, jolly, very good, try to please us. They do take good care of us.'
'The staff do treat me very well, very nice girls. The service is good. The staff do ask us if we need support with a bath or a wash.'
These people also told us there were adequate numbers of staff on duty to offer them support with personal care at a time appropriate to meet their needs.
Individual comments included,
'Staff ask us if we need support with our bathing and washing etc.'
'I can shower independently but the staff do support me with other things.'
This demonstrated to us that the delivery of care to people, who had the most complex needs, was wholly inadequate, but the staff were able to support people who were more able to verbalise and request care and support.
Due to our findings we intervened immediately to ensure that people received the support and medical treatment they required.
We also ensured that the neglectful/acts of omissions were reported to the local safeguarding adults team, to ensure the findings were investigated and to ensure the safety of all the people who lived at the home.