Tree Vale Limited Acorn House

The service was overall safe, with a culture that encouraged openness and learning from incidents. Staff understood safeguarding responsibilities and took appropriate action to protect people from harm. Risks were assessed and managed to support people’s independence. The environment was clean, secure, and supported safe care, and infection control practices were effective. However, improvements were needed to ensure comprehensive environmental risk assessments were completed for inside and outside the premises, and stronger processes and oversight for the management of medicines.

Staff provided effective care, based on people’s assessed needs, which were regularly reviewed and updated. Staff worked well with healthcare professionals to deliver coordinated and evidence-based care, supporting people’s health, nutrition, and independence. People and relatives felt confident in the care provided. However, improvements were required to make care plans more person-centred reflecting people’s preferences and stronger governance processes and oversight of the electronic care records and daily care entry recording were required.

The provider demonstrated a strong caring approach, with staff consistently treating people with kindness, compassion, and respect. People felt comfortable, and feedback from relatives was positive. Staff knew people well and provided person-centred care that respected dignity, and privacy. People were supported to maintain independence and make choices about their daily lives.

Communication with people and their families was effective, and there were opportunities to provide feedback and be involved in decisions. The provider worked well with external services to maintain continuity of care.

The governance systems were not always fully effective in identifying and addressing risks, particularly in relation to medicines and record keeping and the new electronic recording system for care provided, meaning further strengthening of oversight and quality assurance processes was needed. The service was well led, with a positive culture supported by visible and approachable management. The registered manager responded to feedback and took action to address issues.