What the CQC found at Priors Mead Care Home

Inspectors found enough staff to meet people's needs. Staff were permanent, experienced and familiar with the people they supported.

“There were sufficient staff to meet people's needs, all of whom were permanent and had experience of care.” from the report

Staff spent time with people, listened to them and responded patiently when they were anxious or needed reassurance.

“People were supported in a kind and compassionate way.” from the report

Care plans included people's interests, goals, routines and communication needs. Staff knew how to support people in ways that suited them.

“People received personalised care and staff knew how to meet their needs responsively.” from the report

People had choices about meals and their dietary needs were understood. Weight loss risks were monitored and people were referred to health professionals when needed.

“People told us they liked the food and were given some choice about what to eat.” from the report

The provider used audits, feedback and complaint responses to identify and track improvements. People and staff were also involved in discussions about the home.

“The provider had a performance framework in place to monitor the care delivered and any risks.” from the report

Some people did not have individual instructions explaining when an as-required medicine should be given and when a doctor should review it. The manager provided an example after the inspection, and inspectors were confident the issue had been addressed.

“We noted that some people who took an 'as required' medicine did not have individual protocol in place with details of signs and symptoms to look for, when it can be given and how long before a doctor needs to review.” from the report

Two mental capacity assessments did not clearly identify the decision being assessed. Inspectors said the impact was low because staff still sought consent for day-to-day care.

“There were two capacity assessments, however, where the actual decision to be made was not clear.” from the report

Outings were available, but one person felt they were not always well organised and that this limited opportunities to go out.

“It could be better organised and that would give more opportunity for going out.” from the report

The home had not told the CQC that the lift had recently been out of action, even though this affected some people. Inspectors said compliance with notifications would be followed up.

“However, the lift had been out of action recently affecting some people in the home.” from the report