Pavilion Care Centre

Staff were not able to spend quality time with people and did not always respect people's privacy and dignity. Personal care was not always given in a timely manner and had impacted on people's dignity. Communication between staff was not always respectful as care needs were discussed loudly in a communal area and people were referred to as room numbers.

We have made a recommendation about complaints as records for received complaints were not maintained and there were no lessons learned. Accidents and incidents were not monitored for trends, quality assurance checks were completed remotely on care records held electronically. Management audits and checks were not regularly completed, and actions were not always identified or followed up.

People were not always offered a balanced diet and alternative choices were not always offered. Signage to support people to orientate was limited. Staff received regular training and specialised training such as dementia. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Relatives were not always sure of the outcomes of complaints. Care planning information was not always reflective of care given and end of life wishes in one person's care plan contained conflicting information.

For more information, please read the detailed findings section of this report. If you are reading this as a separate summary, the full report can be found on the Care Quality Commission (CQC) website at www.cqc.org.uk