What the CQC found at North Downs Villa

The home used applications, interviews, references, identity checks and DBS checks when recruiting staff.

“Staff were recruited through a process involving application, interview and background checks.” from the report

People had timely support to attend GP appointments and meet specialist mental health professionals.

“People had timely access to healthcare professionals. For example, staff supported people to attend GP appointments and recorded the outcome of these visits.” from the report

Inspectors saw staff knock on bedroom doors and wait for permission before entering. Care records also included personal care preferences.

“We observed staff knocking on people's bedrooms and awaiting their permission before entering.” from the report

Communication needs were assessed, and staff supported people to maintain contact with relatives when they wished.

“Staff supported people to maintain contact with people who were important to them.” from the report

Part of the grounds had been converted into a residence for someone who was not a resident or staff member. The home had not assessed the risks this created for people, visitors or staff.

“The provider failed to adequately protect people from the risk of abuse.” from the report

The provider did not notify CQC about significant events, including safeguarding allegations that had been substantiated by the local authority.

“The provider did not inform CQC when local authority social workers investigated and substantiated abuse allegations.” from the report

Staff had not received the training needed to manage behavioural support needs safely. The home also did not provide supervision at the frequency set out in its policy.

“Staff did not have the training they required to always keep people safe.” from the report

The home was worn and not dementia friendly. Inspectors found damaged walls, broken tiles, waste in the garden and uncomfortable furniture, including a chair with a collapsed seat.

“The lounge area of the service was not comfortable or welcoming.” from the report

People could not use the kitchen or laundry without staff. Staff usually completed cooking, cleaning and laundry instead of teaching people these skills.

“People could not access the kitchen or laundry room because both rooms were locked.” from the report

The home's audits did not identify important problems, and senior staff could not access all requested records when the registered manager left during the inspection.

“The provider's quality assurance processes were inadequate.” from the report