What the CQC found at Clare Lodge Care Home

People and relatives said they felt safe. Risks such as falls, moving and handling, bedrails and pressure ulcers were assessed and reviewed.

“People received their care and support when they needed it and wanted it and staff went about their duties in a calm and organised way.” from the report

Staff treated people with courtesy and kindness. They protected privacy and dignity while encouraging people to remain as independent as possible.

“Staff were always courteous and kind towards people they supported, often sharing banter and jokes between each other in a respectful and dignified way.” from the report

Staff knew people's backgrounds, routines, likes and dislikes, and used this knowledge to shape their support.

“Staff were knowledgeable about people's preferred routines, likes and dislikes, backgrounds and personal circumstances and used this to good effect in providing them with personalised care and support that met their individual needs.” from the report

People had food choices and support to eat and drink. The home responded to individual diets and worked with health professionals when needed.

“People were provided with appropriate levels of support to help them eat and drink in a calm, relaxed and patient way.” from the report

The home provided activities linked to people's interests and planned to increase activity-coordinator hours. Complaints were investigated and resolved.

“Concerns and complaints raised by people who used the service or their relatives were appropriately investigated and resolved.” from the report

Records were not always accurate for medicines prescribed at a variable dose or to be taken as needed. The provider created an action plan to improve audits and monitoring.

“We checked a random sample of boxed medicines and found that record keeping was not always accurate in respect of medicines prescribed as a variable dose or 'as needed' (PRN).” from the report

The records did not always give a clear trail showing how decisions made in people's best interests had been reached.

“Further work was needed to ensure that records provided a clear audit trail of how decisions made in people's best interest had been reached.” from the report

Inspectors advised verifying references and adding more detail to application forms so gaps in previous employment could be explored.

“More detail was needed within application forms to enable them to explore any gaps in prospective staff member's previous employment history.” from the report