Background to this inspection
Updated
21 December 2023
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.
Inspection team
The inspection team consisted of 1 inspector and an Expert by Experience. 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
Warren Court is a ‘care home.’ People in care homes receive accommodation and nursing or personal care as a single package under 1contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.
Registered Manager
This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.
At the time of our inspection there was a registered manager in post.
Notice of inspection
This inspection was unannounced.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service.
The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make.
During the inspection
We spoke with 12 people who used the service and 4 relatives about their experience of the care provided. We spoke with 6 members of staff including, the registered manager, the operations director, care workers, the activity coordinator, and the chef. We spoke with a visiting health care professional.
We reviewed a range of records. This included 5 people’s care records and multiple medicines records. We looked at 5 staff files in relation to recruitment and staff supervision. We looked at a variety of records relating to the management of the service, including policies and procedures, complaints records and building audits.
The inspection consisted of a site visit on 26th September 2023, and a remote video interview with the registered manager and the operations director 12th October 2023.
Updated
21 December 2023
About the service
Warren Court is a residential care home providing personal care and accommodation to up to 19 people. The service provides support to older people and people living with dementia. At the time of our inspection there were 17 people using the service.
People’s experience of using this service and what we found
We found that people’s privacy and dignity was not always upheld in relation to toilet facilities. We have issued a breach related to this.
Care plans were not always person-centred. Plans did not include information about people’s preferences about their daily care. Protected characteristics and support required around this was not included. This was discussed with the registered manager who said plans would be reviewed and revised.
We received mixed feedback about the caring attitude of care workers. We received the following comments, “They were a bit cross when I had an accident once, but I have not seen any sign that this is normal or of physical harm,” and “They are absolutely lovely, they are wonderful.” We discussed the mixed feedback with the registered manager who said a meeting would be held with care workers.
We have made a recommendation in relation to safe care and treatment of people.
People were supported by enough staff who had the relevant experience and training to support people. A person said, “Yes, they know what they are doing, they are very capable as well as kind.”
Managers had not identified the issues we found in the quality of care, people, relatives, and staff felt comfortable raising concerns and giving feedback. Staff felt supported by their managers and colleagues. The provider had systems in place to monitor the quality and safety of the service and staff worked effectively with other health professionals to support people .
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 (report published 11th September 2017)
Why we inspected
The inspection was prompted by a review of information we held about the service.
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.
We have found evidence that the provider needs to make improvements. Please see the safe, effective, caring, responsive and well led sections of this full report.
You can see what action we have asked the provider to take at the end of this full report.
Enforcement and Recommendations
We have identified a breach in relation to people not always being treated with dignity and respect.
We have made a recommendation in relation to safeguarding people from the risk of abuse, assessing risk safely, monitoring and management, safeguarding people from the risk of abuse, preventing and controlling infection and maintaining social relationships
Follow up
We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.