What the CQC found at Kirkwood Court

People and relatives gave positive feedback about staff. Inspectors saw staff protecting people's privacy, dignity and independence.

“Throughout our inspection, we saw people looked comfortable within the home.” from the report

People were offered choices at meals, drinks and snacks. Staff made referrals to health and social care professionals when needed.

“People were offered choices at each meal and offered drinks and snacks throughout the day.” from the report

The home provided activities inside and outside, including personalised activities based on people's interests and wishes.

“The home had implemented a 'Three Wishes' project where staff discussed people's interests and hobbies with them to create personalised wishes they would like to achieve.” from the report

The home asked people about their wishes for end of life care and worked with health professionals to support people to remain at home where possible.

“Processes were in place to enable people to be cared for with compassion at the end of their lives.” from the report

Staffing was regularly below the level seen during the inspection. Some people, relatives and staff said there were not enough staff, including at night, and people sometimes waited for help.

“There were not always sufficient numbers of staff to meet people's needs.” from the report

Protocols and care information for some medicines given when needed were missing. Thickening powder was also left unattended in a communal area until inspectors acted.

“Information about some types of 'as required' was not available.” from the report

Care plans varied in quality and sometimes did not explain how identified needs should be met. An audit had identified missing information, but the actions had not been completed four months later.

“However, assessments were not always linked to care plans.” from the report

The provider had several audits and checks, but these did not always identify or fix staffing, medicines and record-keeping problems.

“Although audits and checks on the service were in place they had not been robust enough to address the issues we highlighted at this inspection.” from the report

Staff described low morale, feeling undervalued and concerns about staffing that had not received a satisfactory response. People and staff were positive about the new manager.

“All of the staff we spoke with told us that morale was low.” from the report