Birchmere House

“Overall, governance processes did not always identify the concerns we found during the inspection. Significant issues were noted with delayed call bell responses, high use of agency staff and insufficient staffing levels, particularly at night. Residents, relatives and staff told us this affected the consistency and quality of care. However, despite these concerns, a new manager and deputy were now in post, and staff understood how to respond in an emergency. People’s needs were reviewed regularly, and most felt involved in decisions about their care. Permanent staff knew people’s dietary needs well and staff were mostly observed to be warm and compassionate towards the people they supported.”

“The provider was in breach of the legal regulations relative to safe care and treatment and governance and oversight. In instances where CQC has begun a process of regulatory action, we may publish this information on our website after any representations and/or appeals have been concluded, if the action has been taken forward.”