Queen Elizabeth Care Centre

“Staff levels were sufficient to meet people’s basic needs and recruitment processes were robust. Staff worked well together and communicated effectively. However, staff told us they felt unsupported and undervalued, which posed a risk to safe escalation of concerns and workforce wellbeing.”

“Care planning and risk management were inconsistent. Whilst assessments and plans were in place, records often contained contradictory or unclear information and were not always updated to reflect people’s current needs or following incidents. This meant staff could not rely on care records to deliver consistently person-centred care. We also identified risks relating to infection prevention and control, including areas of poor cleanliness.”

“Medicines were generally managed safely and there were systems in place to monitor safety and performance. However, governance systems were not always effective in practice, as leaders had not identified or addressed inconsistencies in care records, incident management and risk assessment.”

“Overall, while people experienced kind care from staff and some systems were in place, the service required improvement to ensure care was consistently person-centred, risks were well managed and leadership created a supportive, open culture that enabled learning and improvement.”