Widnes Hall

The providers quality assurance systems and processes were not always used effectively to identify and mitigate risk. There was a lack of robust checks carried out across the environment in the absence of the registered manager. There was a lack of management oversight to make sure some people's records were completed accurately.

Consent to care was not always obtained in line with the Mental Capacity Act 2005 (MCA). Consent forms for care were signed on behalf of people by others without the appropriate legal authority and some mental capacity documentation for some people contained conflicting information about people's ability to consent.

People told us they felt safe and family members were confident their relative was kept safe. Staff understood their responsibilities for keeping people safe from abuse. They knew the different signs of abuse and the procedures for reporting any concerns about people's safety and treatment. New staff were recruited safely, and people received care and support from the right amount of suitably skilled and experienced staff.

People's needs and choices were assessed. Staff received the training and support they needed for their role. People received the support they needed to eat and drink and to maintain a healthy diet. People were supported with their healthcare needs including support to access other services. Staff monitored people's health and wellbeing and made prompt referrals where this was required for people. The premises were adapted and designed to meet people needs, however some improvements were needed to décor and fixtures.

People's privacy, dignity and independence were respected. Staff knew people well and spent quality time with them. Staff showed people kindness. People and family members were complimentary about how staff treated them. People or those acting on their behalf were given opportunities to express their views and make decisions about the care provided.

People were involved in planning and reviewing their care along with others including family members.

People and family members told us staff provided the right care and support. Staff organised and encouraged people to take part in a variety of meaningful activities and they supported people in relationships which were important to them. People and family members were provided with information about how to complain and they felt confident speaking up should they need to.

There was a positive culture at the service. People, family members and staff felt included and able to speak up freely. People received all round care through good partnership working with others including family members and other health and social care professionals.