What the CQC found at Linwood

Inspectors were assured that the home had suitable measures for preventing and managing infections, including safe use of protective equipment.

“We were assured that the provider was using PPE effectively and safely.” from the report

People were referred to relevant health professionals, including speech and language therapists, physiotherapists, GPs, dentists and hospitals.

“We saw that people had access to appropriate health care professionals.” from the report

Staff understood how to recognise and report abuse. The manager referred concerns to the local authority and carried out investigations.

“Staff were aware of the different types of abuse and who to report their concerns to.” from the report

Although the inspection found dignity concerns, inspectors also saw staff comfort people and help them settle when anxious.

“We saw other staff offer reassurance and comfort to people where they were anxious.” from the report

The new manager had been in post only a short time, but people, relatives and staff described them as approachable and said things were starting to improve.

“Staff were also positive about the manager and felt things were starting to improve.” from the report

Medicines were sometimes left for people to take without staff witnessing this. Records had missing signatures, responses to refused medicines were not always recorded, and some medicines were not dated when opened.

“The failure to always manage people's medicine in a safe way was a breach of regulation 12 (Safe care and treatment) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014” from the report

Inspectors found problems with nutrition monitoring, pressure mattress settings, mobility equipment, a faulty sensor alarm and cleanliness. These issues could increase risks to people's health or safety.

“The failure to always manage risks associated with people's care in a safe way was a breach of regulation 12 (Safe care and treatment) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014” from the report

Care plans contained conflicting or incomplete information. Many people had little meaningful activity, especially people cared for in their rooms or living with dementia.

“There was a lack of engagement and activities to meet people's individual and most current needs.” from the report

Some people were left cold or without their call bell within reach. Inspectors also saw personal care handled in an undignified way and found that stated preferences were not always followed.

“As people were not always treated with dignity and respect this a breach of regulation 10 (Dignity and Respect) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.” from the report

Some staff had not received suitable induction or training for people's needs. Many permanent staff had not had supervision for more than a year, and agency staff were not supervised.

“There was a lack of appropriate staff training, knowledge and competency This is a breach of regulation 18 (Staffing) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.” from the report

Audits and provider visits had not reliably identified or fixed problems. Communication between staff teams was also affecting meals, care and activities.

“Systems and processes were not established or operated effectively to ensure compliance with the requirements.” from the report