Bilton Hall Nursing Home

There was a learning culture within the service. Staff told us the quality of the service had improved and leaders confirmed action plans were in place and being worked through. Systems and processes were in place to ensure appropriate referrals were made to external professionals when needed. People were generally supported to be involved in understanding and managing their own risks and needs, however, some potential risks were identified during the assessment. Care plans and risk assessments had been reviewed. Some risks in the environment were observed. The provider resolved these immediately following our feedback. People told us they felt safe, and staff were knowledgeable about safeguarding. We received mixed feedback about staffing, and recruitment processes were not always fully robust. People received their medicines at the right times but there were inconsistent processes for recording the use of emollient and barrier products and thickening agents. There had been struggles with staffing levels in the housekeeping department and this had impacted on the cleanliness of the service, but 2 new staff members had recently been recruited.

People and relatives spoke positively about the care staff and confirmed they were supported with their independence, choice and control. There were no restrictions on visiting and so people could see their families and friends whenever they wanted. People were involved in discussions about their care, and people were supported with their communication needs.

People were content with the care and support they received and raised no concerns about discrimination or inequality. Leaders told us how equality, diversity and human rights were embedded into the staff training programme. People, staff and relatives were supported to raise concerns, speak with management, and discuss their views and feedback.

We identified a new breach of regulation in respect of good governance. Some issues with documenting and recording of information were identified and these had not been highlighted by the provider’s governance procedures.

A new management team was in place and the provider had implemented senior managers into the service to support with improvements. Further work was needed to ensure improvements continued and good practice was embedded and sustained.

Staff spoke positively about the management team.

Leaders were open and transparent during the assessment process and were responsive to our feedback.