What the CQC found at Park View Care Home

Inspectors saw staff who were friendly, compassionate and patient. People were treated as individuals and their privacy, dignity and choices were respected.

“People had forged good relationships with staff so that they were comfortable and felt well treated.” from the report

Staff were trained and observed giving medicines safely. Medicines were stored securely and records and staff competence were checked.

“People were protected from the risks associated with the management of medicines.” from the report

Staff received induction, ongoing training, supervision and appraisals. Training included dementia, moving and handling, infection control and end of life care.

“The training and induction provided to staff ensured that they were able to deliver care and support to people appropriately.” from the report

Accidents and incidents were recorded and reviewed. The home used investigations to identify ways to reduce future risks.

“We saw investigations occurred that enabled learning from events and promoted improvements in practice.” from the report

The provider had recognised problems left by earlier management and was using audits and an improvement plan to address them.

“This meant that the provider had identified, recognised and responded to deficiencies in the home, raised through their internal quality monitoring systems.” from the report

Inspectors found periods when staff were not accessible to everyone on the first floor. Some people experienced long waits, and the home did not clearly show how staffing numbers were linked to dependency levels.

“One relative said, "My mum requires two staff to hoist her or change her in bed. She always has to wait. When it is lunch time, she can be waiting for up to two hours.” from the report

Care plans were being reviewed, but they did not always give enough individual detail about people's dementia needs. Inspectors recommended that the provider use published guidance to improve care planning and activities.

“However, we noted that the current care plans lacked individualised focus in relation to people's needs around dementia.” from the report

Activities were available, including one-to-one support, but there was no permanent activities coordinator with suitable qualifications and experience for people living with dementia.

“However, at the time of the inspection there was not a permanent and suitably qualified activities coordinator.” from the report

Relatives reported that food was sometimes cold and that only one lunch choice was offered on the first inspection day. Inspectors saw two choices on the second day, and staff said this was normally provided.

“Relatives told us that food was often cold by the time it arrived for people in the dining room as it was served in the kitchen and then transported to the dining room on a trolley.” from the report

There had been no registered manager since February 2016. The provider was recruiting, while a senior director was in day-to-day charge.

“There had not been a registered manager employed at the home since 17 February 2016.” from the report

Four relatives reported concerns about clothes going missing. The provider was investigating and had offered to reimburse families if items could not be found.

“Four relatives told us about particular concerns they had about their loved ones clothing going missing.” from the report