17, 18, 22 October 2013
During an inspection in response to concerns
We observed acts of kindness by care workers towards the people they supported. However, we did not find that there was a culture of respect throughout the care home, particularly with regard to what was written about people.
We found that there was a poor understanding of restrictive practices and of making decisions in the best interests of people who did not have the capacity to make their own decisions.Some people experienced poor care and there was a lack of understanding of some people's needs.
Within both the domiciliary care agency and the care home there was a lack of monitoring of the services. There was some poor practice and recording with regard to the safe handling of medicines. Training in this area had not been updated.
People were at risk of abuse because issues were not responded to effectively or in a timely way and staff were not supported when they raised issues.
Records were not always accurate and could not be promptly located.
The services were not well led. We found that the registered manager did not have the required skills to manage the services, did not maintain an overview of the service and had not responded appropriately to serious concerns.