Woodlands Care Centre

People were not always protected from the risks of unsafe care. Care plans and risk assessments were not always accurate, complete or reflective of people’s current needs, which meant risks were not consistently identified, assessed or managed. Environmental hazards, food hygiene concerns and unresolved infection prevention and control issues further increased risks to people’s safety and wellbeing.

People, relatives and staff consistently raised concerns about staffing levels, reporting delays in care and reduced opportunities for meaningful engagement and person-centred support. Staffing levels did not always reflect the complexity of people’s needs, and a reliance on agency staff affected continuity and consistency of care. Staff also reported limited support, supervision and development opportunities, contributing to low morale and concerns about their ability to meet people’s needs effectively.

People had access to healthcare professionals when required, and medicines were managed safely. However, staff did not always have sufficient guidance to support people with long-term health conditions, monitor changes in their wellbeing or respond appropriately to identified risks. As a result, care was not always planned or delivered in line with people’s assessed needs.

Peopledid not always receive care that was kind, compassionate and person-centred. Some people and relatives raised concerns about staff responsiveness, and we observed occasions where people’s privacy and dignity were not fully respected. People were not always involved in decisions about their care and support.

Leadership, culture and oversight required significant improvement. People, relatives and staff described a culture where they did not always feel listened to, valued or supported. Governance systems had failed to identify and address several longstanding concerns, and learning from incidents, complaints and feedback was not consistently embedded into practice. During the inspection, the provider updated its Service Improvement Plan, and the new home manager demonstrated insight into the challenges facing the service and a commitment to improvement. However, many planned actions remained at an early stage, and sustained improvement was needed to ensure people consistently received safe, effective, high-quality care.

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