What the CQC found at White Lodge Care Home

Inspectors saw staff being patient and kind, including when supporting people whose behaviour was challenging or who walked around the home.

“Care workers were patient and kind to the service users, especially those with behaviours that challenge and those walking with purpose.” from the report

Incidents and accidents were investigated when identified, and there were examples of actions being taken to reduce the chance of the same thing happening again.

“There were good examples of lessons learned from incidents, and where needed, this information was shared with staff.” from the report

Relatives generally said that staff kept them informed about incidents, changes and activities.

“They keep us well informed with emails and phone calls” from the report

Controlled drugs were stored outside the safe, stock checks were not completed regularly, and some unused medicines had not been returned or disposed of correctly.

“Controlled drugs were found stored outside the safe.” from the report

There were not always enough staff to supervise people safely and provide timely support. Some staff worked long runs of back-to-back shifts, and people were left waiting at mealtimes.

“Sufficient staff were not deployed to ensure people's safe care, which placed them at risk of avoidable harm.” from the report

Personal protective equipment and continence products were stored incorrectly. Cleaning records and procedures did not show that cleaning was being completed consistently.

“People and others were not protected as far as possible from preventable infections.” from the report

Some rooms were cold, some radiators did not work, and portable radiators did not have guards. The Legionella assessment had not been updated since 2016 and some required checks had not been completed.

“Premises and equipment were not satisfactorily maintained to ensure safety.” from the report

Audits were carried out but did not always find important problems. The provider also could not produce some records and did not fully oversee the management arrangements.

“The provider failed to effectively assess, monitor and improve the quality and safety of the service.” from the report

The provider could not provide all the required information for one staff member's personnel file. CQC said responsibility for safe recruitment remained with the provider, even when an agency was used.

“Recruitment procedures were not properly established and operated effectively to ensure that persons employed were 'fit and proper'.” from the report