What the CQC found at Kernow House

Inspectors found that medicines were stored, administered and checked safely. Staff were trained to support people with medicines.

“Medicines were managed stored and administered safely and staff were appropriately trained to support people with their medicines.” from the report

Staff had suitable skills and regularly updated training. The home understood mental capacity law, involved people in decisions and submitted the necessary applications when liberty restrictions were needed.

“The acting manager and senior staff had a good understanding of this legislation.” from the report

Care plans gave staff guidance about people's needs and were regularly reviewed. Relatives were involved when appropriate.

“People's care plans were sufficiently detailed and informative.” from the report

People could choose from a range of activities and use transport to access the local community. Relatives knew how to complain and complaints were investigated and resolved.

“There were a range of activities available for people to participate in if they wished.” from the report

The home was able to meet people's needs at the end of their lives. Relatives expressed gratitude for this care.

“The service was able to meet people's needs at the end of their lives.” from the report

The home used large numbers of agency staff and, on one unit, agency workers outnumbered employed staff. Staff said low staffing affected care, including people's access to showers.

“The service was short staffed and significant numbers of agency staff were being used to meet people's care needs.” from the report

Some staff did not understand how to support people with known risks. Risk changes were not always added to care plans, and equipment storage rooms were repeatedly left open.

“Identified and known risks had not been appropriately managed.” from the report

Bedroom doors were routinely left open and inspectors saw a failure to protect someone's dignity while they used the toilet. Staff also discussed people's support needs loudly in communal areas.

“People privacy was not always respected.” from the report

Some records of care were incomplete, and recruitment files were disorganised. This made it harder to show that care and staffing arrangements were being consistently managed.

“Records of the support staff had provided had not always been consistently completed and information about people's back ground and life history had not always been recorded.” from the report

Staff morale was low, the registered manager had left, and staff meetings were infrequent. Staffing problems had been identified before but had not been permanently resolved.

“Staff morale was low.” from the report