What the CQC found at Cordelia Court

Inspectors saw staff support people in a caring way, although this was not consistent enough to meet the required standard.

“Staff were observed to have a caring approach when supporting people and we saw some caring interactions.” from the report

The home was working within the principles of the Mental Capacity Act. People were supported to make day-to-day choices, and staff used least restrictive approaches and best-interest decisions where needed.

“We found the service was working within the principles of the MCA and if needed, appropriate legal authorisations were in place or had been applied for” from the report

Permanent staff had references and Disclosure and Barring Service checks before working at the home.

“Recruitment checks were completed for permanent staff prior to them working at the home this included references and Disclosure and Barring Service (DBS) checks.” from the report

Important risks were not always identified or acted on. Examples included a missing sensor mat, inconsistent checks after a fall, unsafe fire arrangements and a broken call bell.

“Risks associated with people's care and the environment were not effectively managed and records were not always clear to support staff in managing risk.” from the report

Medicine records did not always match the medicines available. Fridge temperatures were above the safe storage temperature and were not recorded as required.

“Discrepancies between medicine records and actual medicines available meant it was not clear people had received their prescribed medicines as required.” from the report

Inspectors found poor cleanliness, damaged or dirty equipment, inconsistent use of protective equipment and shared continence items.

“Although staff had received IPC training, this was not put into practice resulting in poor practice and a lack of cleanliness in the service.” from the report

People were not always treated with dignity. Inspectors found shared continence items, ripped or stained bedding and an occasion when a person was left undressed while staff left the room.

“People who required the use of continence products, had communal shared continence items in use.” from the report

Audits and records did not reliably identify risks or show that incidents had been investigated. The provider had not taken enough action after the previous inspection.

“The provider failed to have effective oversight of the service to identify risks and drive improvement.” from the report

Staffing was not always managed well enough to meet people's needs. Relatives also reported delays in support and limited social stimulation.

“Relatives told us there was a lack of social stimulation based on people's wishes and interests.” from the report