What the CQC found at Smitham Downs Road

Staff were warm, patient and attentive. They gave people time, respected privacy and noticed when someone needed space.

“People received kind and compassionate care from staff who used positive, respectful language which people understood and responded well to.” from the report

Care plans reflected people's individual needs, communication styles, sensory needs and aspirations. People were involved in reviewing their plans.

“People had care and support plans that were personalised, holistic, strengths-based and reflected their needs and aspirations” from the report

People were supported to take part in activities they enjoyed, learn everyday skills and build confidence and independence.

“People had the opportunity to try new experiences, develop new skills and gain independence.” from the report

Staffing levels and skills matched people's needs, including one-to-one support. The home had effective infection control and cleaning arrangements.

“The service had enough staff, including for one-to-one support for people to take part in activities and visits how and when they wanted.” from the report

Inspectors found several medicines problems. These included medicines placed in an unlabelled tool, handwritten records and incomplete or out-of-date guidance for PRN medicines.

“Staff did not always follow systems and processes to make sure people received the right medicine, at the right dose and at the right time.” from the report

Two people lacked the required legal authorisation for restrictions on their liberty. The provider said the necessary applications were made after the inspection.

“This issue meant these two people were being unlawfully deprived of their liberty which was a breach of Regulation 11” from the report

Changes in managers meant audits and checks did not identify or resolve important problems. A known missing fire extinguisher remained outstanding at the inspection.

“The provider's governance processes and oversight of the service had not always been effective.” from the report

Some medicines, hospital and safety records were inaccurate, out of date or difficult to find. Improvement plans did not always include dates or timescales.

“Some records maintained by the service were inaccurate or out of date and current information not easily accessible.” from the report

Relatives said communication had deteriorated during management changes, making it harder to feel reassured about their family member's care.

“Relatives told us the management changes had led to a deterioration in the quality of communication from the service.” from the report