Tuesday, 21 September 2021

Care home residents ‘not always safe’

A CARE home in Henley has been told by the industry watchdog that it must improve.

A CARE home in Henley has been told by the industry watchdog that it must improve.

The Care Quality Commission carried out an unannounced inspection at Chilterns End in Greys Road in December after receiving two anonymous complaints about low staffing levels.

The home, which is due to relocate to the site of Townlands Hospital when that has been redeveloped, is run by the Orders of St John Care Trust.

The commission’s inspectors interviewed staff and residents, reviewed residents’ care plans and examined staff files and records relating to service management.

Their report found that the home’s service “requires improvement”.

It said: “The provider had not consistently ensured that people were safe at the home.

“All the people we spoke with told us that there were enough staff to meet their needs. However, all the staff we spoke with told us that they thought the service was short-staffed and that sometimes staff did not always work as a team.

“The service is not consistently well-led. All staff we spoke with felt generally supported by the registered manager. However, staff told us that their morale was low. They told us this was due to their belief that concerns around staffing levels had not been addressed by the provider.”

The inspectors rated the effectiveness, level of care and the responsiveness of the service as “good”.

They said staff received training in safeguarding adults, understood how to identify potential abuse and understood their responsibilities to report any concerns.

The report said: “Staff were kind, caring and respectful to people when providing support and in their daily interactions with them. People we spoke with and visitors praised staff and told us they were caring, friendly and helpful.

“People received care that was responsive to their changing health needs. Staff responded quickly and professionally in an emergency during our inspection and ensured the person’s changing health needs were met.

“People were supported to take part in activities and events. People were encouraged and supported to develop and maintain relationships with family members to reduce the risk of social isolation.”

The home has been asked to send the commission a report detailing what action it will take to resolve the issues.

Patsy Just, assistant operations director for the Orders of St John Care Trust, said: “We are disappointed with the ‘requires improvement’ rating given to Chilterns End, particularly as so many aspects of the care delivery were rated by the inspectors as being ‘good’. However, we have already discussed with the commission the issues raised around staffing levels and have implemented an action plan to address these.

“Residents and their relatives have been reassured that their loved ones are safe and well cared for at Chilterns End. As always, residents and relatives are welcome to talk to the home manager at any time if they have any concerns.”

Chilterns End provides personal care and accommodation for up to 46 people needing nursing or personal care. An inspection in November 2013 found the service to be meeting all the standards inspected at the time.

The new three-storey home at Townlands will have 64 beds and will also care for people with more complex conditions, such as advanced dementia. Each bedroom will have an en-suite bathroom and there will be a landscaped sensory garden in the grounds.

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