What the CQC found at 120 Furber Road

Staff used a suitable tone and language, knew people well and treated them with dignity. They supported people in ways that reflected their individual interests and needs.

“Staff were kind and caring and treated people with dignity and respect.” from the report

Support plans described people's routines, communication, mobility, personal care and behaviour support. Staff adapted their approach and responded to people's changing needs.

“These were person centred and took account of the person's individual needs and preferences.” from the report

People were encouraged to make everyday choices and manage parts of their own care. They could eat meals at times that suited them and follow their own routines.

“People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible.” from the report

Staff spoke positively about the management team and felt able to raise concerns. Meetings and quality checks helped the home learn from incidents and monitor its work.

“This reflected an open and transparent culture in the home which enabled learning from incidents to take place.” from the report

The outside area was not safe for people to use because uneven paving created trip hazards. Improvements were included in the home's business plan, but the report does not say they had been completed.

“Uneven paving meant there were trip hazards posing a risk.” from the report

One person who had recently moved in did not yet have a personal evacuation plan. Inspectors told the home to put one in place.

“One person who had recently joined the home, didn't yet have a personal evacuation plan in place.” from the report

Inspectors identified a maintenance issue in the kitchen that could increase the risk of cross infection. The report does not say whether this had been corrected.

“We did highlight one area of maintenance required in the kitchen area of the home that could pose a potential cross infection risk.” from the report

Some support files were difficult to navigate. They included a missing referenced document, outdated information and handwritten changes that could make them confusing.

“We found that in places support files were difficult to navigate and locate the information required.” from the report

Inspectors found some evidence that people took part in care reviews, but asked the home to make records clearer about how people had helped shape their support.

“This was something that could be developed further so that it was clear from care plans exactly what had been done to involve people in developing their own support.” from the report