What the CQC found at Birchmere Mews

Inspectors found that staff were safely recruited and that there were enough staff to meet people's needs. Call bells were answered promptly.

“Staff were recruited safely. Staff did not start work at the service until all the required checks had been completed to prevent unsuitable staff working with vulnerable adults.” from the report

Staff responded warmly to people's needs, understood their anxieties and respected their choices, privacy and dignity.

“Throughout our visit staff offered kind and compassionate care.” from the report

Staff knew people's routines, preferences and interests. Care plans helped staff provide support suited to each person.

“People received personalised care from staff who knew them well.” from the report

People could take part in activities they enjoyed, practise their faith and maintain links with family, friends and the local community.

“People had access to a variety of social activities they enjoyed.” from the report

People generally received medicines as prescribed, but medicine stock levels were not always recorded accurately. The manager said this would be addressed immediately.

“However, we found stock levels had not always been accurately recorded.” from the report

Signage and visual prompts were limited, particularly for people living with dementia. The manager said they would look at improvements.

“People sometimes found it difficult to find their way around the home independently due to the lack of signage and visual prompts.” from the report

Inspectors found one incident where a staff member removed bed sheets without asking permission. The manager was told so action could be taken.

“There was one incident that compromised a person's dignity when a staff member pulled the sheets off a person in bed without asking permission to locate television controls.” from the report

Inspectors could not confirm that one best interest decision had been made lawfully because the relative involved did not have the required legal authorisation. The manager said this would be addressed.

“there was one decision we could not confirm had been made lawfully as a relative had made a best interest decision on behalf of their family member without having the legal authorisation (lasting power of attorney) to do so.” from the report