- Care home
Aria Court
Report from 11 March 2024 assessment
Contents
Ratings
Our view of the service
We assessed this service from 30 April to 14 June 2024. We carried out this assessment because of safeguarding concerns and complaints we received. Some people and their relatives told us about issues they had experienced with elements of poor care and communication. However, in general people and their relatives told us they were happy with the support staff provided. Staff knew how to report a safeguarding concern and the action to take following an incident. They had regular training and supervision. However, some staff told us feedback to improve the quality of care provided and ensure people’s safety was not taken seriously or acted upon by some current and previous senior staff and they had significant concerns about staffing levels. Concerns were raised regarding the skills of some staff, and we observed some staff not effectively communicating or responding to people, particularly during lunchtime. We found evidence that a number of people have been assessed as high risk of malnutrition. One relative told us that staff have 'no time to sit with people and give them time.’ Staff told us 'people can have to wait hours for their personal care and if you rush you do mess up, creams get missed’. Staff said there are 'a lot of incidents where people get aggressive, no time to calm down and talk to them.’ Since the last inspection there continues to be improvements required in relation to safe medication management. We found 3 breaches of legal regulation in relation to good governance, safe and effective staffing and safe care and treatment. Governance systems were not effective in addressing areas for improvement. Care plan audits did not identify insufficient information in care plans to guide staff. Medication audits did not identify expired medication. We have asked the provider for an action plan in response to the concerns found at this assessment. Although care plans included guidance from other services they were not always up-to date, or person centred.
People's experience of this service
In the main people and their relatives had positive feedback regarding the support from staff and felt safe. However, some people and their relatives raised concerns about poor communication and care. One relative told us that changes to their family member’s care was communicated. However, some people’s representatives told us about experiencing delays in being informed when their family member was unwell. Relatives of family members who were unable to call for assistance felt assured that staff were regularly checking them and safely assisting them to move position when required. However, we saw people in poor positions that staff had not identified. We also heard people calling out and available staff not responding. We received mixed opinions of the activities provided. One relative said there was a good selection. Another relative said that their family member was left in their room too much, stating that they were not able to communicate ‘but would benefit from being with others,’ which would promote their well-being. There was a daily activity programme, and some positive interactions were observed. However, there was a lack of evidence of personalised activities, particularly for people being cared for in their rooms. We also observed during the visit staff missed opportunities to interact with people, particularly during lunchtime. People and their relatives told us that the home is always clean and tidy, and we observed a number of housekeeping staff working during the site visit. People and their relatives liked the food and those on special diets still have a choice of a variety of meals. We observed people being offered a choice of drink and being shown meal options. However, during lunchtime, we observed people who needed support and encouragement to eat left with their meals due to lack of available staff.