Pelham Manor

“Assessments of potentials risks to people during their care and in their environment were not comprehensive enough to ensure people’s safety. Although people told us they knew what to do in the event of a fire, a practice drill had not taken place with minimal staffing levels to ensure people could be evacuated in a timely manner. Risks associated with managing constipation had not been minimised.”

“There were significant shortfalls in the management of medicines resulting in the provider not being able to evidence if people had taken their medicine as prescribed by their doctor. Based on our feedback the manager carried out a complete count of all medicines in stock and reconciled these with each person’s medicine records.”

“The provider did not always ensure that clear and accessible records were kept of people’s care needs or staff training. Care records essential to people’s care were not easy to access as they were either kept in paper format, on the electronic care system or had been archived. Some key pieces of guidance for people’s support needs were not available. The manager set out an action plan to address this shortfall over the next three months. Staff training records were not accurate so it could not be assured staff had all the training they needed for their roles.”

“Staff knew people well and were able to describe their communication, personal and health needs. People were supported to ensure they had food which met their preferences and were involved in its preparation. Staff worked with a range of partners involved in people’s care and monitored people’s health needs.”

“People were treated with kindness and compassion. Staff understood the importance of protecting people’s dignity and treated people as individuals. People had choice in their care and were encouraged to take part in a range of activities and maintain relationships with family and friends.”

“The manager was new to the service and had not been registered with the CQC. They were open and honest during the assessment process and acknowledged areas where the service needed to improve.”