What the CQC found at Duke Street Bungalows

Medicines were organised and people received them as prescribed. Earlier problems with storage and signing for medicines had been addressed.

“Medicines systems were organised and people were receiving their medicines when they should.” from the report

Staff understood people’s health needs and arranged support from GPs, dentists, opticians and other professionals. People also received annual health checks.

“People had received support to maintain their health with regular access to GP's, dentists and other services.” from the report

Staff generally knew people’s preferences, communication methods and support needs. Families were involved in assessments and reviews where appropriate.

“Staff knew how people wanted their care to be provided, what was important to them and how to meet people's individual needs.” from the report

People took part in regular activities inside and outside the home, including swimming, concerts, theatre trips and holidays.

“People had been supported to have holidays, and four people had taken a Mediterranean cruise.” from the report

The provider had acted on problems found at the previous inspection, including medicines management, risk management and safeguarding reporting.

“Since our previous inspection the provider had made improvements in areas we identified as needing improvement.” from the report

Some staff did not always explain what they were doing or involve people in decisions about drinks, activities and cleaning up spills. Communication aids recorded in care plans were not always used.

“Some staff did not always involve people in decisions about their care or offer explanations.” from the report

One person was asked across the lounge whether they needed the toilet. This did not protect their privacy, although most staff supported people discreetly.

“However, we observed one occasion when a member of staff called across the lounge to ask someone if they needed the toilet.” from the report

Staffing levels were low in one bungalow during the inspection. Staff said there could be gaps, with laundry and kitchen tasks not completed when people’s immediate safety had to take priority.

“However, staff told us, and our observations confirmed that staffing levels were low in one of the bungalows during our inspection.” from the report

One person waited longer than others for a meal and was not told why. A relative also wanted another member of staff at mealtimes.

“One person waited ten minutes longer than others to be served their meal.” from the report

A person’s runny nose was not noticed while they were eating. The manager said this would be raised with staff.

“Staff did not notice one person suffering from a cold whose nose was running into their food whilst they were eating.” from the report