Milbanke Home for Older People

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 did not support this practice. However, for best interest decisions and Deprivation of Liberty Safeguards, we found were not routinely completed to ensure those with authority consented to care and treatment.

There was a programme of staff training and regular updates were documented for staff to attend courses. However not all staff had received regular updates and refresher training. The management team were aware of this and were in the process of updating there training schedule.

Auditing systems for managing risk were sometimes ineffective as they had failed to identify concerns we found.

Designated staff kept the building clean and tidy and maintenance checks were in place and up to date. Staff were seen to wear appropriate personal protective equipment (PPE) as latest guidance stated. Safeguarding training was provided, and records showed staff had been trained and regular updates provided. Staff were aware of the processes to follow to enable people to be safe. A staff member said, "We have access to safeguarding training and the new manager is keen to have all staff trained and skilled."

Mealtimes were relaxed and organised and comments from people were complimentary about the quality and quantity of meals and snacks provided. One person said, "We have a great cook who makes some great cakes. "A relative said, "I know there is always plenty of choice and drinks available anytime."

The provider was clear about their responsibilities to notify CQC of incidents about significant events that occurred at Milbanke. People and relatives told us they had confidence in the new manager and management team who were open and transparent. They sought people's views in various ways. The manager was receptive to our inspection and was aware of concerns and shared with us documented action

plans they had ongoing to make improvements prior to our visit. Staff spoke positively of the new management team and shared with us how things had improved and continued to improve throughout the service.