Whitwood Hall

Right support: • Model of care and setting maximises people's choice, control and independence

Right care: • Care is person-centred and promotes people's dignity, privacy and human rights

Right culture: • Ethos, values, attitudes and behaviours of leaders and care staff ensure people using services lead confident, inclusive and empowered lives

The service was not able to demonstrate how they were meeting some of the underpinning principles of Right support, Right care, Right culture. People were not being supported to access the local community in line with their assessed needs. We found there was confusion about whether agency workers were allowed to support people away from the home. This meant people were not empowered to have full control over the day-to-day routines. The provider has taken action since our inspection.

People were not supported to have maximum choice and control of their lives and staff were not enabled to support them in the least restrictive way possible and in their best interests; the policies and systems in the service did not support this practice.

There had been a lack of robust oversight at this home in the lead up to our inspection. At the beginning of July 2021, a home manager from a 'sister' service had been asked to take day-to-day control of Whitwood Hall. They were being supported by two area managers who were providing intensive support.

Training completion levels were found to be low in some areas. The provider was addressing this following our inspection. Staff received formal support through supervision.

Soap dispenser units in some people's bathrooms did not have soap in them and a cover. This was addressed on the day of inspection. Staff largely wore their PPE correctly.

The premises were not in a good state of repair. The provider had identified this prior to our inspection and was taking action. However, it was evident that a regular programme of maintaining the three houses had not been suitably managed.

There were sufficient numbers of staff to meet people's needs. However, we had concerns regarding the suitable deployment of staff to ensure there was an appropriate skills mix. Staff had been safely recruited with relevant background checks.

Relatives knew how to complain if they were dissatisfied. There was no record concerning the only complaint we became aware of and how it was dealt with, although we are aware this was resolved.

People and relatives felt the service was safe and that people were protected from harm. Staff received safeguarding training to ensure they knew how to recognise and report abuse. People received sufficient amounts to eat and drink. Healthcare support was provided for people when they needed this.

People and relatives were mostly positive about the care their loved ones received. We witnessed caring interactions between staff and people living in the home. Staff were familiar with people's care needs and people's privacy and dignity was being maintained.

Medicines were mostly well managed, with staff receiving training and a competency check for this. Medication audits were being completed.