What the CQC found at Penrose Court

People and relatives spoke positively about staff. Inspectors observed friendly, respectful interactions and support that protected people’s privacy and dignity.

“Throughout the inspection, we observed friendly and respectful interactions between people and staff.” from the report

Medicines were received, stored, given and disposed of safely. Staff handling medicines had training and their competence was checked.

“Medicines were received, stored, administered and disposed of safely.” from the report

People’s risks were assessed and recorded. The home investigated incidents and shared learning with staff to reduce the chance of problems happening again.

“There were detailed records to show that incidents had been investigated and that the registered manager had put systems in place to reduce the risk of recurrence.” from the report

People were supported to see GPs, community nurses and specialist doctors when needed. Staff worked with health professionals to support people’s health and nutrition.

“People said staff supported them to access health services such as GPs, community nurses and specialist doctors.” from the report

People were involved in decisions about daily life, including when they got up, went to bed and where they ate. Staff sought consent and supported people in the least restrictive way.

“Staff told us they always asked people for their consent before they provided care and support.” from the report

Staff were not always visible or deployed well across the home. This meant people might not receive support as quickly as they needed.

“The registered manager needed to further review the staffing numbers and how staff were deployed in all areas of the service so that people received timely support.” from the report

Care staff could not routinely read the full care plans. The one-page summaries in bedrooms did not always give enough detail for specific needs.

“Care staff did not have access to people's care plans because these were kept in a locked cupboard, and mainly accessed by senior staff when they reviewed and updated them.” from the report

People said there was not enough stimulation or opportunity to pursue hobbies. Weekend activities were not always provided, and some people did not go outside as often as they wanted.

“People told us there were not enough activities and opportunities for them to pursue their hobbies and interests.” from the report

Although the home was registered to provide nursing care, it was not providing this at the inspection because it had not recruited enough nursing staff.

“The service is registered to provide nursing care, but this was not being provided as the provider had not recruited enough nursing staff to support people with these care needs.” from the report

One relative reported that requests were not always followed up. Inspectors said more work was needed to create a consistently person-centred culture.

“There is a lack of communication, you mention something, they say yes, but it's never followed up.” from the report