What the CQC found at Welcome House - Nickleby Lodge

People told inspectors that staff were caring and kind. Inspectors saw friendly relationships and respectful support.

“Staff demonstrated a caring approach towards people and there was evidence of friendly relationships between staff and people.” from the report

People were supported to make decisions, manage aspects of their daily lives and personalise their rooms. Staff respected privacy and independence.

“People were able to make their own decisions.” from the report

People were helped to use health services and staff worked with professionals to support their health needs.

“People were supported to access health services, such as the doctor, diabetic nurse, dentist and community mental health nurse.” from the report

People were supported to attend local groups, go on outings and maintain important relationships.

“People were encouraged to engage in activities such as local art and social groups.” from the report

There was only one waking staff member at night. At times, people could not go out when they wanted, and one person had to go to hospital alone during the night.

“There were insufficient members of staff to meet people's needs, particularly during the night.” from the report

Inspectors found dirty and slippery outside steps, dirty facilities, trip hazards, a damp and cold conservatory and other maintenance problems.

“People lived in an environment that was not well maintained and as such may not be safe for them.” from the report

Some medicines records were incomplete or not double-signed. Liquid medicines had no opening dates, and there was no recent medicines audit at the time of inspection.

“Despite this, medicines practices required improvement.” from the report

Some staff had gone several months without supervision, despite the provider's policy. Staff also said supervision did not always lead to change.

“However, one staff member had not had a supervision since April 2019, another since May 2019 and a further since June 2019.” from the report

Audits did not consistently identify problems or ensure that agreed actions were completed. This included issues with the environment, medicines, fire safety and staff supervision.

“Despite this, these had not always identified the areas that required improvement, such as the environment, cleanliness, medicines practices and supervisions.” from the report

Care plans recorded people's aims, but inspectors found little evidence that staff were helping people work towards some of them.

“However, although people had good information in their care plans, there was lack of evidence of staff always responding to people's wishes.” from the report