What the CQC found at Owlett Hall

Staff had relevant training, supervision and competency checks. Staff said they felt supported by the management team.

“People were supported by staff who received relevant training, supervision and had periodic assessment of their competencies in key areas of care.” from the report

People's nutritional and hydration needs were assessed and monitored. The home worked with healthcare professionals when people needed help to gain weight.

“People's nutritional and hydration needs were well managed.” from the report

The home kept in contact with relevant healthcare professionals and recorded appointments and advice. Staff knew how to raise concerns about people's health needs.

“The provider kept in contact with relevant healthcare professionals involved in people's care.” from the report

The home had a complaints process, and inspectors found the way complaints were handled to be appropriate.

“The provider had policies and procedures in place to manage complaints. We reviewed how this was being managed and found it to be appropriate.” from the report

Call bells were not always within reach. Inspectors also found accessible cleaning products and razors, incorrect mattress settings, gaps in checks and incomplete fire evacuation information.

“Systems in place did not always ensure people received safe care. This placed people at risk of harm.” from the report

The home's audits and checks had not found or fixed important problems. Similar issues had been identified at earlier inspections and the home remained in breach.

“Systems were either not in place or robust enough to demonstrate effective oversight and management of the service.” from the report

Staff did not always knock before entering bedrooms. Relatives also raised concerns about lost belongings and support with personal care.

“We observed staff did not always knock on people's doors before entering their bedrooms.” from the report

Activities were not offered regularly, particularly to people who were nursed in bed. The report says this had already been identified as needing improvement.

“People were not regularly offered regular opportunities to be involved in activities, in particular people who were nursed in bed.” from the report

Some people and relatives said staff were not always available and people were left waiting. The provider was asked to review how staff were deployed.

“One person said, "They make you wait and wait for everything as they never seem to be around, and I sit watching to grab their attention".” from the report

Most medicines management had improved, but prescribed thickening products were not stored securely when inspectors first looked. The home acted immediately.

“Prescribed supplements used to thicken the drinks for people at risk of choking were not stored securely.” from the report