What the CQC found at New Partnerships Lynray and Peach Cottage

The core staff team and longer-serving agency staff knew people well and understood safeguarding. Medicines were administered, recorded and stored safely, with agency staff not administering medicines.

“People were kept safe from avoidable harm because the core staff team and long-term agency staff knew them well and understood how to protect them from abuse.” from the report

People were treated with warmth and respect. Staff supported people's preferred communication, privacy, independence and personal choices.

“The registered manager and staff members showed warmth and respect when interacting with people.” from the report

People were supported to follow interests and take part in activities such as cinema visits, sensory activities, work and everyday tasks.

“People were supported to participate in their chosen social and leisure interests on a regular basis.” from the report

The home was clean, well maintained and equipped to meet people's sensory and physical needs. People could personalise their rooms.

“People's care and support was provided in a clean, well equipped, well-furnished and well-maintained environment which met people's daily living needs.” from the report

There were five full-time vacancies and about 80% agency staffing. This affected people's choice, outings and consistency of care, and some agency staff did not know people well.

“The service had difficulty recruiting enough permanent staff, and therefore used agency staff.” from the report

Agency staff did not always have time to read care plans before starting work. Inspectors found that the high turnover and use of temporary staff affected people's daily support and choice.

“People did not always receive person centred care, support and choice in their daily lives as the high turnover of staff and high use of temporary agency staff impacted on the services ability to meet their needs.” from the report

Relatives said they did not feel listened to by the provider and that their concerns were not addressed, although the provider had responded to some issues.

“People, and those important to them, could raise concerns and complaints, however, relatives spoken with told us they did not feel listened to by the provider and that their concerns were not addressed.” from the report

Not all staff had completed required training updates. Inspectors recommended that the provider complete these within a short time frame.

“However, not all staff had completed their training updates.” from the report

End of life wishes were not in the care plans reviewed. There was no one receiving end of life care during the inspection, but the provider was asked to support people and important others to express their views.

“End of life wishes were not contained within the care plans that we reviewed.” from the report