Mill View Care Home

Although some positive staff practice was observed, people did not consistently receive safe, responsive or well-led care. Shortfalls in staffing, care planning, day -to -day organisation and the oversight of quality and risk meant improvements were required to ensure people experienced care that met their needs and promoted their wellbeing.

People told us most staff were kind, but felt staffing levels were not always sufficient to ensure people received timely support; this was supported by our observations. At busy times, people experienced delays in receiving assistance with personal care, meals support or mobility support.

Risk assessments and care records were not always accurate or up to date. We found examples where people’s current health needs, risks or mobility levels were not clearly reflected in their care plans. This meant staff did not always have the information required to support people safely. People also reported delays in staff responding to requests for help, particularly during peak periods, which affected their sense of safety and security.

The provider did not always make sure medicines and treatments were safe and met people’s needs, capacities and preferences. This placed people at risk of not receiving their medicines as prescribed.

People told us there were no structured or meaningful activities in place, leaving many people without stimulation or opportunities to engage in social or recreational experiences; this contributed to feelings of boredom and isolation. Staff told us the lack of activities was due to limited time and staffing pressures. Leadership and governance arrangements were not fully effective. While leaders were committed to improving the service, oversight systems were not robust enough to identify and address recurring issues in care quality, record keeping, staffing, or activities provision. Audits were carried out, but they did not always lead to sustained improvements.

Staff told us they did not always feel supported and felt the home lacked clear direction at times. Communication among staff teams was also variable, which affected continuity of care.

Although some improvements had been initiated, leadership had not consistently ensured people received safe, personalised and well organised care.

We have asked the provider for an action plan in response to the concerns found at this assessment.