What the CQC found at Maple Cottage

People received compassionate care, and staff protected their privacy and dignity. Staff understood people's individual needs and communication methods.

“People received kind and compassionate care. Staff protected and respected people's privacy and dignity.” from the report

There were enough staff to support people safely, including for planned one-to-one or two-to-one support. Staff turnover was very low, helping people receive consistent care from staff who knew them well.

“The provider ensured there were sufficient numbers of staff available to support people safely and in line with their current care and support needs.” from the report

Medicine records were accurate, and staff gave medicines as prescribed. Staff were also assessed for their ability to administer medicines.

“Accurate medicine records were maintained, and Medication Administration Records [MAR] demonstrated people received their medicines as they should and in line with the prescriber's instructions.” from the report

The home was described as open and person-centred. Relatives were positive about how it was managed and said communication was good.

“Despite the above, there was a positive and open culture at the service.” from the report

Personal Emergency Evacuation Plans were incomplete or out of date. Fire drills had not involved night staff, there were not enough trained fire marshals on every shift, and hot water readings raised concerns about the water system.

“Although no one was harmed, systems were either not in place or robust enough to manage and mitigate risks relating to hot water outlets and the service's fire arrangements.” from the report

The provider did not identify important problems through its own checks or act quickly enough on known issues. This included actions from the fire risk assessment and staff training requirements.

“The provider did not have sufficient oversight of what was happening at the service or to make required improvements in a timely way.” from the report

Some required training had not been completed, including Oliver McGowan training and practical restraint training. Other training and competency checks were overdue or incomplete.

“The provider did not always make sure staff had the skills, knowledge, and experience to deliver effective care and support.” from the report

Although people's capacity had been assessed, records did not always show who had been involved in best-interest decisions. The registered manager said improvements would be made.

“However, where best interest decisions were made, information relating to who had been involved and consulted in the decision making process was not recorded.” from the report