What the CQC found at Trelowen Manor

Staff knew people well and supported them patiently. Inspectors saw care that respected privacy, dignity and independence.

“We observed staff patiently and kindly supporting people.” from the report

Care plans included people's routines, preferences, health needs and communication needs. Staff said the information was clear and easy to follow.

“Care plans were person centred and detailed people's likes and dislikes and how best to deliver care and support.” from the report

People were offered choices of food and drink, and staff monitored areas such as weight, hydration, skin care and falls. The home worked with outside health professionals.

“People were offered choices of what to eat and drink.” from the report

Inspectors found generally enough staff to meet assessed needs. Recruitment checks included references, identity checks and DBS checks.

“In general, there were sufficient numbers of staff employed and on duty to meet people's assessed needs.” from the report

Inspectors were assured that the home had suitable arrangements for preventing and managing infections, including safe visiting procedures.

“We were assured that the provider was making sure infection outbreaks can be effectively prevented or managed.” from the report

One family was not told promptly about a change in their relative's care and felt disappointed. The manager accepted this and said it would be addressed immediately.

“Another family felt they had not been informed or involved in decisions about a relative's care.” from the report

Some ground floor paintwork was damaged and furniture in a small lounge was faded and worn. The inspector recommended continued attention to maintenance and decoration.

“the ground floor corridors and small lounge had damaged paintwork and the chairs in the small lounge were faded and worn.” from the report

There was no formal approach to activities. Staff did provide one-to-one support, chats and some small group activities.

“There was no formal approach to activities. Staff supported people usually on a one to one basis.” from the report

Some concerns recorded by the deputy manager did not initially show evidence of action. The provider said this was linked to the registered manager's short absence and that follow-up action had since been taken.

“Where concerns had been raised with the deputy manager, they had been recorded but no evidence of action taken.” from the report

The temperature of a fridge used for medicines was above the clinical guidance range. Immediate action was taken after the inspector raised this.

“We found the temperature was above the clinical guidance range of 2 to 8 degrees Celsius.” from the report