Neu Living

Since our last inspection, some improvements had been made in regards to keeping people safe. People were supported by enough suitably qualified staff, and medicines were managed safely. People were safeguarded from the risk of abuse. Whilst accidents and incidents were recorded and monitored, improvements were required to ensure it could be evidenced lessons were learned from these. Improvements were also required about how staff recorded some incidents, to ensure these could be appropriately monitored. Records relating to managing risks had improved and were regularly updated, however further detail was needed in some care plans to guide staff. Since our last inspection major refurbishment works had been undertaken, in those areas completed, this had improved the living spaces and improved the cleanliness of the environment. At the time of our inspection people were still residing in unrenovated parts of the service, however plans were in place to move these people within the coming weeks. Improvements were still required to ensure all appropriate maintenance and safety checks were in place, and action taken to address environmental concerns.

Whilst improvements had been made since our last inspection, some care records could be further improved to contain more detailed, person-centred information. Care plans were regularly reviewed, and staff knew people well. Some improvements were required about how staff recorded incidents relating to behavioural distress. People received input from external professionals and staff supported people to live healthier lives. At our last inspection it was identified improvements were required about how the service assessed people’s capacity to consent to their care. At this inspection, this concern remained.

We were unable to gain people or relatives feedback about the care they received. However, staff told us the service had improved and that people were well cared for. Partners also told us people appeared well cared for and were kept clean. We saw people being treated with kindness and compassion, by staff who respected their privacy and dignity.

Whilst we found staff were responsive to people’s day to needs, improvements were required to records to ensure they contained more individualised information. Staff knew people well and we observed people being listened to about their day to day needs. However, there was a lack of stimulation and activities required improvement. There was little feedback gained from people about their care and support and how this could be improved for them.

Whilst some improvements had been made to the management and governance of the service, some concerns remained at the time of this inspection. Governance systems were not always robust, to identify ongoing concerns we found. We received mixed feedback from partners about how the service operated and shared information with them. Staff told us the culture within the team had improved and they felt supported in their roles.