What the CQC found at Whitegates Care Centre Limited

Inspectors found enough staff to meet people's needs, including people needing one-to-one support. People said staff were available and call bells were answered quickly.

“There were enough staff on duty to meet people's needs, including people who needed one-to-one support.” from the report

The home was clean and hygienic. Inspectors were assured that infection prevention measures, protective equipment and visiting arrangements were in place.

“We were assured that the provider was meeting shielding and social distancing rules.” from the report

Relatives said managers and staff kept them informed about their family members and responded to questions. People were also given opportunities to share their views.

“Relatives told us communication from the management team was good and they could access any information they needed.” from the report

Staff said managers supported them and that staff worked well together. Regular agency staff were used to provide more continuity.

“Staff told us they received good support from the management team and senior staff.” from the report

Some pressure-relieving mattresses were set for the wrong weight. Staff had recorded some incorrect settings but had not corrected them, leaving people less protected from pressure ulcers.

“Risks to people's health and wellbeing were not managed effectively, which placed people at risk of harm.” from the report

Some medicines administration records had gaps, missing allergy information, unsigned handwritten entries or no photograph. Some as-required medicines had no clear instructions, and one covert medicine had no evidence of pharmacist advice.

“People's medicines were not managed safely, which placed people at risk of harm.” from the report

Care instructions were held on different systems and did not always agree. Inspectors found an example where resuscitation information conflicted with a do-not-attempt-resuscitation form.

“This meant it was not always clear what care staff should be providing and not possible to be assured the care people should be receiving was being provided.” from the report

Monthly medicines audits had not identified problems that inspectors found. Some care guidance, including diabetes guidance, was not clear enough.

“Quality monitoring systems were not effective in identifying shortfalls.” from the report

Information from the hospital for people admitted under the Discharge to Assess scheme was sometimes incomplete or inaccurate. This made it harder for the home to plan care safely and communicate with families.

“The information provided by the hospital about people's needs was sometimes inaccurate or insufficient for staff at the home to plan their care effectively.” from the report