Alderson House

Quality assurance systems had not identified or addressed all the shortfalls found during the inspection which included servicing of lifting equipment, medicines protocols, care records, risk assessment and care planning including consent records.

Staff recruitment processes were safe and the provider had reviewed and updated their procedures relating to volunteers, contractors and other visitors to the service to ensure they were safe to be around vulnerable people. There were enough staff on shift to keep people safe and to meet their needs in a timely manner. Staff understood their responsibility to report safeguarding concerns and any concerns had been reported to relevant professionals.

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; although the policies and systems in the service did not always support this practice.

People gave positive feedback about the variety and quality of the meals. Staff were knowledgeable about people's specific dietary needs and provided appropriate meals. Where people's fluid intake needed closer monitoring, records were not always fully completed. Staff were kept updated about changes in people's needs and referrals to health care professionals were made in a timely manner.

Staff were kind, caring and respectful and had received an induction and training appropriate for their roles. We received positive feedback about end of life care provided by the service and saw a wide range of activities were available to help people maintain their emotional well-being.

Systems were in place to gather feedback from people, their relatives and staff to develop the service. Staff were positive about how they were supported by the provider and the registered manager. The provider and registered manager were open and honest about how the service was operating.