What the CQC found at Wendover House

Staff knew how to recognise and report concerns. Inspectors found that a recent poor-practice concern had been reported appropriately.

“Systems were in place to safeguard people. The provider had safeguarding policies in place and staff were trained in safeguarding.” from the report

Staffing levels had improved and agency use had reduced because the provider was recruiting permanent staff. Rotas generally provided the planned one-to-one and community support.

“We saw regular agency staff were used when required which ensured staff were familiar to people and there was a noticeable reduction in agency use from the last inspection due to the recruitment of permanent staff members.” from the report

Medicines were stored correctly and records showed they were generally given as prescribed. Staff administering medicines had training and competency checks.

“The medicine administration records viewed showed medicine was given as prescribed.” from the report

Inspectors found clearer staff roles, better support and a stronger focus on dignity, independence and person-centred care.

“The provider was proactive in addressing the culture within the service with staff roles defined, further training provided, rota better managed to meet the needs of people within the service and action taken where staff attitudes and behaviours did not promote the right culture.” from the report

The home recorded debriefs after incidents and shared learning with staff. Senior managers also reviewed incidents and complaints.

“A debrief took place after an incident, with a record maintained of learning by staff and signed off by the registered manager.” from the report

A person's fluid target was rarely reached, and the records did not explain what staff should do when this happened repeatedly. The issue was raised with the GP during the inspection.

“The fluid charts viewed showed the person rarely if ever, had the target amount of fluid and no guidance was provided on the action to take if the fluid target intake was consistently not achieved.” from the report

Some care records were left unsecured or were unclear and incomplete. Inspectors also saw one example where a person's privacy was not promoted, although this was addressed straight away.

“People's records were not always kept secure with the lock not working and records left out on the table/worktop, whilst staff went off to attend to something else.” from the report

Damage to walls, doors and windows had not been repaired promptly. The garden was overgrown and had a broken table, although actions were planned.

“The rear garden was overgrown, with weeds on pathways and the garden table was broken.” from the report

Some relatives reported frequent staff changes, limited activities and inconsistent communication. Some were unsure who their family member's keyworker was.

“Some relatives felt there was still a high use of agency staff which impacted on the continuity of care their family member received.” from the report

Some guidance for as-needed and emergency medicines was not clear. One staff member also reported medicines being taken out of their original packaging, contrary to the home's policy.

“In one person's medicine record the instructions for administration of emergency medicines were not clear.” from the report