What the CQC found at Nazareth House - Cheltenham

People were protected from abuse, and staff understood their safeguarding responsibilities and how to report concerns.

“People were protected from the risk of abuse as staff were aware of their safeguarding responsibilities and how to report any concerns.” from the report

Staff were trained to administer medicines. Systems supported people's individual medicine needs, including medicines that had to be given at a particular time.

“People were supported to have their medicines by staff who had been trained to do this.” from the report

Risk assessments for matters such as falls, skin care and medicines were reviewed. Equipment and fire safety arrangements were checked.

“Risk assessments in relation to for example falls, tissue viability and medicines were regularly reviewed and updated as required.” from the report

People, relatives and professionals gave positive feedback about the registered manager, who inspectors observed to be visible in the home.

“We observed the registered manager led by example and was visible throughout the home.” from the report

Care plans were not always accurate or detailed enough to guide staff. Inspectors saw people becoming distressed without enough support and saw staff continuing tasks when people appeared not to want them.

“Care and support were not always planned and delivered in a way that reflected people's individual needs and preferences.” from the report

People had few opportunities for meaningful activities based on their interests. Some people spent long periods with little or no engagement from staff.

“The service did not provide structured activities based on individual interests and people did not have access to a range of activities.” from the report

Some records were incomplete or conflicting, and important information was not always passed to staff. This included a person's food allergy and information about eating, drinking and moving safely.

“People's records were not always completed or accurate to show the support people needed and had received, this included conflicting or incomplete information about eating and drinking, moving and handling and repositioning.” from the report

Complaints were recorded, but records did not always show the outcome, action taken or learning. This made it difficult to check whether complaints had been handled properly.

“There was not always a clear record of the outcome of the complaint and action taken to resolve the issues raised and learning.” from the report

Inspectors were not always assured that infection control processes were followed. Some staff were not always wearing protective equipment in line with recommended guidance.

“Whilst staff had been trained in infection prevention control, we saw some staff who were not always wearing PPE in accordance with recommended guidance.” from the report