26 July 2017
During a routine inspection
Turnpike Court Residential Care Home provides personal care and accommodation for up to 30 older people, some of whom may be living with dementia. There were 26 people who were living at the home on the day of our visit.
There was a registered manager in place at the time of our inspection visit; however the registered manager was not available on the day of our inspection visit. A registered manager from the providers other service came to support the inspection visit. We spoke with the registered manager on the telephone on the 1 August 2017. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
Staff recognised signs of abuse and knew how to report this. Risk assessments were not always completed properly, which meant that actions needed to keep people safe and minimise risks were not always identified and acted upon. People felt that more staff were needed to meet their needs, we found that while this was the case, there were enough staff on duty to keep people safe.
Staff supported people with their consent and agreement. Staff understood and recognised the importance of this. We found people were supported to eat a healthy balanced diet and with enough fluids to keep them healthy. We found that people had access to healthcare professionals, such as their doctor when they required them.
People told us that staff treated them kindly and respected their privacy. However we saw an example where a person was not treated with dignity. People told us that their wishes were not always met as staff did not have the time to devote to them.
People did not always receive care that was responsive to their individual needs as people had to wait for staff to become available to support them. Where people had specific individual needs, staff had not always recognised this to ensure their care reflected their personal preferences.
Information on how to raise complaints was provided to people, and people knew how to make a complaint if they needed to. We looked at the providers complaints over the last eight months and found that two complaints had been received and responded to with satisfactory outcomes.
People did not always feel included and listened to in the way the service was run. There were not effective systems in place to ensure the risks to people were being managed safely. Whilst the provider had identified areas for improvement around risk management, the registered manager had not learnt from this to improve practice, so people received consistently safe care.