What the CQC found at Cranmer Court

People and relatives described staff as compassionate. Inspectors observed warm interactions and staff protecting people's privacy and dignity.

“We observed caring interactions between people and staff which resulted in a warm atmosphere across the service.” from the report

Care plans recorded people's likes, interests and preferences. Staff said they used this information to support people in individual ways.

“Detailed information around people's likes, interests and preferences allowed staff to deliver personalised care.” from the report

The home offered varied activities, including one-to-one support for people who stayed in their rooms or could not leave them.

“There were a wide range of meaningful activities for people to take part in, and one to one sessions took place for those who did not want to or were unable to leave their rooms.” from the report

Medicines were stored, administered and recorded safely overall. Checks were in place for medicines taken when needed and for people managing their own medicines.

“Medicine administration and recording practices were safe.” from the report

Staff were up to date with required training and received further training in areas such as end of life care. The home worked with health professionals to support people's needs.

“Staff were up to date with training and had completed additional training in specific areas of care.” from the report

Vacancies and sickness meant existing staff covered extra shifts. People were sometimes left without interaction, and staff said they were tired and morale was low.

“Vacancies within the staffing team meant that people were often left unattended without interaction in communal areas and care received was task focused.” from the report

The home had not always recorded decision-specific capacity assessments or best-interest decisions for restrictions such as bed rails and sensor mats. This did not consistently follow the legal safeguards described in the report.

“Decision specific mental capacity assessments had not always been completed for restrictions placed on people such as bed rails, sensor mats and not being able to leave the service unaccompanied.” from the report

A nurse did not introduce themselves or explain the medicine to a blind person before trying to give it. The person only took the medicine after it was explained.

“Staff did not always respect people's communication needs when administering medicines.” from the report

Audits had not identified the staffing shortage, its effect on staff, or the gaps in mental capacity records. This reduced the home's ability to spot and correct problems.

“However, these did not always identify the issues we found on the day of our inspection.” from the report

People and relatives felt able to raise concerns and said the manager responded appropriately. However, not all complaints and actions taken were recorded.

“Complaints and concerns were not always appropriately recorded.” from the report

The environment lacked some sensory items and clear signs to help people identify different areas. Further work was needed for people with cognitive impairments.

“There was a lack of sensory items for people to engage with or be stimulated by and no signage to help people identify different areas of the service.” from the report