What the CQC found at Queensway House

Medicines records and stock checks indicated that medicines were given as prescribed. Staff responsible for medicines had suitable training.

“People received their medicines as prescribed and medicines were safely managed.” from the report

People and staff told inspectors that there were enough staff to provide support, without reported delays.

“People told us they felt safe and there were sufficient numbers of staff to support them.” from the report

Inspectors were assured about the home's arrangements for preventing and managing COVID-19 infection, including PPE, testing and social distancing.

“We were assured that the provider was using PPE effectively and safely.” from the report

The home completed key pre-employment checks for permanent staff, including references and DBS checks.

“Permanent staff were recruited safely with the provider completing pre employment checks.” from the report

Records did not always show that people received the care needed to prevent dehydration, pressure damage or skin problems. This created a risk of avoidable harm.

“Care records were not always accurately updated as people's needs changed.” from the report

Some people did not receive baths or showers as regularly as needed or preferred. Inspectors also found problems with continence care records and pad changes.

“People had not received regular baths or showers which meant people's skin integrity was at risk.” from the report

Agency nurses had limited induction and their competence was not checked effectively. Competencies were also missing for areas such as wound care, palliative care and catheterisation.

“When starting work, agency staff were offered a limited induction and did not have their competency assessed effectively.” from the report

Audits and action plans did not reliably identify or resolve problems. Some known issues were recorded as complete when inspectors found they were still outstanding.

“Systems were not robust enough to identify the issues we found during the inspection.” from the report

Some incidents that could have involved harm were not recorded, investigated or reported promptly. Lessons from incidents were not consistently shared or put into practice.

“However, incidents where people may have been at risk of harm were not always documented correctly or reviewed.” from the report

Relatives said they had received limited information during the pandemic, when visiting was difficult. Formal feedback had not been collected from people, relatives or staff.

“Relatives felt that limited information had been shared with them during the pandemic at a time when visiting was difficult.” from the report