Wellington House

Based on our review of the key questions Safe, Caring and Well-led: The service was not able to demonstrate how they were meeting some of the underpinning principles of Right support, right care, right culture.

Right support: • Model of care and setting maximises people's choice, control and independence. People were supported to express their views and make decisions about their care. People were supported to be independent and undertake tasks for themselves.

Right care: • Care was not always person-centred and did not always promote people's dignity, privacy and human rights. For example, staff did not always follow people's care plans to support people to make day to day choices. Where incidents and accidents had occurred, they were not always well recorded or reported to the manager. Incidents where not always investigated to determine if there were safeguarding concerns. Action had not always been taken following incidents to reduce the risk of them re-occurring. Staff knew how to support people. However, people's care plans were not always up to date. Staff were not always aware what was in people's care plans. People's privacy was respected.

Right culture: • Ethos, values, attitudes and behaviours of leaders and care staff did not always ensure people using services lead confident, inclusive and empowered lives.

Staff did not always demonstrate a respectful approach towards people. For example, we had concerns about how some staff spoke or had written about people. The registered manager had identified some issues in relation to staff culture, but these had not been quickly addressed. Checks on the quality of the service had not always been effective in leading to improvements.

People were not always supported to have maximum choice and control of their lives and staff did not support them in the least restrictive way possible and in their best interests; the policies and systems in the service did not support this practice.

Equipment used to support people with their medicine had not always been calibrated to ensure if was working effectively. Medicines were stored correctly, and administration records were completed. There were enough staff to keep people safe. The provider was recruiting more staff as people were not always receiving their one to one support hours.

Staff had not always been well supported after incidents where incidents may have resulted in staff being hurt. The registered manager was aware of their responsibilities under duty of candour and worked in partnership with other services. However, incidents were not always shared with partners. Safeguarding incidents were not always reported to CQC when they needed to be.

People were protected from the risk of infection.