Queen Elizabeth House

“At the time of our assessment there was a registered manager in post for the service. We spoke with the registered manager and 7 staff including care staff, chef, maintenance and housekeeping staff. We used the Short Observational Framework for Inspection (SOFI). SOFI is a way of observing care to help us understand the experience of people who could not talk with us.”

“Assessments of people’s needs, risks and wishes were not always completed and reviewed on a regular basis to ensure they were reflective of people’s needs. Risks to people were not always assessed, documented and detailed within their plan of care. Staffing levels within the service appeared minimal and feedback from people and staff was mixed. Medicines were not always managed and administered safely. People’s mealtime experience was not always positive. Staff did not always work within the principles of the Mental Capacity Act 2005. People’s care plans were not always person centred, documented or reflective of individual’s preferences, life histories and wishes. Systems in place to monitor and manage the service were not effective.”