What the CQC found at Northlands Care Home (Northumberland)

People and relatives described staff as friendly and approachable. People said they were involved in discussions about their care.

“People told us they were happy with the care they received and found the staff pleasant and approachable.” from the report

Relatives could visit at most times and stay as long as they wished. People were supported to keep in contact with family and friends.

“Relatives told us they could visit the home at most times and were welcomed by the staff.” from the report

Checks of equipment, electrical systems and hoists were carried out in a timely way.

“Checks on equipment used at the home were in place and checks of electrical systems, hoists and other services at the home were carried out in a timely manner.” from the report

A new quality manager had identified areas needing improvement and was working on changes. The local safeguarding team said the provider was responding to its concerns.

“They had quickly identified areas that needed improvement and were progressing changes to bring about quality improvements.” from the report

Risk assessments and care plans did not always describe people's actual risks, including falls, choking and skin damage. The home was also subject to organisational safeguarding because of multiple concerns about care and safety.

“People were not always protected from risk and actions to mitigate risks were not always in place.” from the report

Fluid records repeatedly showed that people were not drinking enough. Care plans did not always reflect professional advice, including for choking risks and feeding through a tube.

“Fluid charts maintained at the home consistently showed people were not drinking enough fluid to maintain their wellbeing.” from the report

The provider did not use the dependency tool required by its own policy, and some areas were not continuously staffed. Training gaps remained, and the provider had not always checked agency staff had the right skills.

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

Audits were often tick-box checks and failed to identify risks, incomplete records, poor fluid monitoring and other shortfalls. This meant the provider did not consistently learn or improve after incidents.

“Audits and checks undertaken at the home were functional and frequently tick box, with little or no actions identified to improve the quality of care.” from the report