What the CQC found at Mill Lodge

Inspectors found there were enough staff to meet people's needs safely. Staff and relatives said staffing levels were good.

“Definitely enough staff around. They don't go off duty until someone else comes, its often the same staff on duty, always someone I know.” from the report

Qualified nurses administered medicines and records and protocols were in place. Inspectors found people received medicines as prescribed.

“People received their medicines as prescribed. Medicines records were completed and where people received 'as required' medicines, protocols were in place to guide staff about how to safely administer them.” from the report

Care plans included people's life histories, preferences and current needs. People and relatives were involved in planning and reviewing care.

“The care plans were clear and detailed, so staff knew exactly how to provide personalised care and support.” from the report

Inspectors found an open culture, strong staff commitment and systems for learning from incidents and monitoring quality.

“The registered manager used a comprehensive quality assurance system to monitor and analyse the quality of the service provided.” from the report

Two bathrooms were being used as unlocked storerooms. This created a risk to people, although locks were fitted after inspectors raised it.

“Two bathrooms were being used as storerooms, these rooms were unlocked and presented a risk to people.” from the report

Inspectors found dirty shower heads, hoists and slings not stored away, and damaged bathroom surfaces. These issues created infection control risks.

“shower heads were dirty with limescale and hair.” from the report

Some emergency evacuation plans did not contain current information. Not all bedrooms had the pictures and numbers needed to help firefighters locate people.

“Some people's rooms had pictures and numbers on them, however not all, this would make it impossible for the fire service to locate people” from the report

References had been obtained, but they were not always from the most appropriate people. Inspectors recommended that the recruitment process be made more robust.

“although references were in place, they were not always from the most appropriate people.” from the report

Two bathrooms were not accessible and were out of action. People could use other bathrooms, but these only had showers and did not offer a choice of bath.

“Two bathrooms were not accessible to the people who use the service.” from the report

Some staff relied on colleagues to translate. This meant people did not always receive care promptly when the staff member helping them did not speak their language.

“some staff members were reliant on other staff members to translate, this meant that people were not always receiving the care they needed in a timely manner.” from the report