Our current view of the service
Updated
15 July 2024
The assessment was completed between 5 August to 30 September 2024. We completed this comprehensive assessment to check on the issues identified at the last visit when the service was rated inadequate, entered special measures and a registration condition was imposed. During this assessment, we found 3 breaches of the legal regulations in relation to recruitment and selection, management of medicine, record keeping and governance. We identified the provider did not always follow their quality assurance systems effectively to assess, monitor and mitigate such risks and to identify issues. The provider did not always maintain accurate and complete records as part of provider’s recruitment processes, management of medicine and oversight of some areas of the service. However, we also found the manager and the staff team have been working together to help make changes needed in the service and at the same time, to ensure people continued receiving the care and support they needed. The last rating for this service was inadequate and there were multiple breaches of regulations with enforcement action taken. During this assessment the provider demonstrated that improvements have been made. The service is no longer rated as inadequate overall or in any of the key questions. Therefore, this service is no longer in Special Measures.
People's experience of the service
Updated
15 July 2024
We found people’s experience of the service had improved since our last visit, and people, relatives, staff and professionals echoed this. We observed the atmosphere and interactions between people, staff and the manager were much improved which had a positive effect on the overall culture in the service. The manager had been working on making changes to empower, appreciate and upskill staff to improve their communication with each other having a positive impact on the support offered to people. We observed better engagement between people and staff, presenting more opportunities for people to take part in activities they enjoy and to receive the care and support they needed. People said, “I am supported and cared for …On the whole I’m treated well", "They do their best. They look after me" and "The personal care is not bad. They are respectful and I feel comfortable with everyone. They are professional". Relatives said, “[The manager] is excellent. Things have changed for the better since [the manager] has been here. [The manager] listens and is always available to speak with. [The manager] knows my relative and she cares. [The manager] runs it like a five star hotel with care. Incredible” and “The new manager has made a huge difference to the home. [The manager] has made so many positive changes. [The manager] certainly knows how to manage people to get the best out of them”.