Enhanced Elderly Care Service – Wardley Gate Care Centre

“People experienced positive outcomes in many areas of care. Staff were observed providing caring support. However, this was not consistent across all areas of the service. We observed occasions when people were in communal areas without staff present and opportunities to provide support and engagement were missed. People and their relatives gave positive feedback about their experiences. Staff supported people to maintain their independence and make choices about their care. We observed respectful relationships across the service. Staff managed medicines safely and worked with health and social care professionals to support people's needs.”

“However, leaders did not always have effective oversight of the service. The provider was in breach of the legal regulation relating to governance. Systems for monitoring quality and safety, including audits and checks, had not identified or addressed some concerns in a timely way. These included infection prevention and control, environmental safety, care planning and record quality. Care plans and records varied in quality and did not always clearly reflect people's needs or how decisions had been made. This meant staff did not always have clear guidance to provide consistent care. Although these concerns were not found across all areas of the service, they showed that people did not always receive consistent care.”

“Leaders had identified some of these issues and had started to act. However, improvements were not yet fully embedded and further work was needed to improve oversight and support consistent practice across the service.”

“Most people continued to receive positive support and feedback from people and relatives was generally positive. However, the concerns identified during this assessment meant people did not always receive safe and consistent care.”