Hallmark Bucklesham Grange Luxury Care Home

People's medicines were administered as prescribed. The home was clean, and staff had received training around infection prevention and control. However, some feedback received described inconsistencies in staff practice in this area. Accidents and incidents were recorded and reviewed to mitigate further occurrence.

There had been several personnel changes and staff turn-over since the last inspection. This included the previously registered manager now working at another of the provider's services. This had affected consistency in the home despite the provider's interim management arrangements. Feedback received cited inconsistencies with communication, staffing arrangements and a lack of leadership and direction in the home. However, the majority of feedback we received was positive and complimentary about the new manager and the improvements they were making in the home.

At the time of the inspection the manager had been in post four months and we were encouraged by the actions they were taking to develop the home. Staff morale was good, staff enjoyed their job and felt supported by the manager. The provider's nominated individual acknowledged the home had been through many changes but assured us they would fully support the new manager to address the inconsistencies we had found.

Risks relating to people's individual care needs had been identified and planned for. Assessments and plans to mitigate environmental risks were also in place. Staff understood their responsibilities in relation to keeping people safe and had received training in safeguarding.

People were treated with kindness and compassion. People's care records provided guidance to staff on how to meet their specific needs. People and the majority of their relatives described positive relationships with the staff and management team. Provisions were in place to ensure people received visits from relatives and maintained their interests. Complaints were responded to appropriately.

Staff knew people's care needs well and offered reassurance to people in times of unease. People were

supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. There was a welcoming atmosphere in the home.

Assessments of people's needs were carried out prior to them moving into the home. There were safe recruitment practices in place for new staff. New staff attended an induction and completed training relevant to their role. Staff supported people to maintain a healthy nutritional intake. People had access to healthcare services and referrals were made when their needs changed.