What the CQC found at Lister House

People and relatives gave positive feedback about staff. Inspectors saw patient and reassuring interactions, with privacy, dignity and independence respected.

“People who used the service and their relatives were complimentary about the staff and noted they were polite, warm and courteous in their approach.” from the report

Care plans included people's needs, abilities, backgrounds and interests. Staff were familiar with people's changing needs and involved people in decisions about their support.

“People received person-centred support from a team of staff who were familiar with and responded to their changing needs.” from the report

Inspectors found enough staff on the inspection days and saw call bells answered promptly. The provider had increased staffing and paused new admissions while recruiting and stabilising staffing levels.

“Staffing levels were then increased and no new admissions were accepted at the beginning of 2018, whilst new staff were recruited and staffing levels stabilised.” from the report

The home was clean and well maintained, with outdoor space and design features intended to support people living with dementia.

“The service was homely and furnished to a high standard. People had access to outdoor space, and chose where they spent their time.” from the report

The home's audits did not identify several issues found during the inspection. Some actions from an earlier provider audit were also still outstanding.

“Quality assurance checks completed did not identify some of the issues we highlighted during our inspection.” from the report

Staff had completed the provider's mandatory training, but specialist training for dementia and end of life care had not been completed consistently.

“Staff had not consistently received training specific to the needs of the people who used the service including end of life care or dementia.” from the report

Two as-needed medicines did not have protocols explaining when they should be given. Creams and thickener were also found on bedroom shelves rather than stored safely.

“We found two protocols for as and when needed medicines were not in place which were immediately implemented following our inspection.” from the report

Two people who needed weekly weights had not received them. The provider started weekly weights and contacted relevant professionals after inspectors raised this.

“However, for two people weekly weights were identified as required and had not taken place.” from the report

Rotas did not have a consistent overall management review. On two occasions there were only two night staff instead of the three assessed as needed, including one occasion when both were agency staff.

“This did not demonstrate a robust oversight of staffing levels.” from the report

Four safeguarding incidents linked to medicine administration errors had not been reported to CQC at the time. Retrospective notifications were later submitted and other required notifications had been made.

“There were four safeguarding incidents where CQC had not been notified and were related to medicine administration errors.” from the report