Saltshouse Haven Care Home

The provider lacked the appropriate systems and processes to drive forward improvements in a timely manner. The provider's own systems of oversight had not identified the concerns we found during the inspection.

Systems in place to safeguard people from abuse were not always followed. The registered manager did not always responded to concerns in a timely manner and was not aware of how some people were spoken to by some staff.

There was insufficient staff to meet people's needs. People and staff, from a number of lodges, reported delays in providing care due to staff shortages. The tool the provider used to calculate staffing levels demonstrated that staffing levels were too low. Staff did not always benefit from training and constructive supervision to support them in their role.

We identified a number of Infection Prevention Control (IPC) concerns. Whilst most of these concerns were identified on one unit, there were minor concerns on other units also. The majority of the concerns we identified had been raised with the registered manager at the last two inspections. Not enough action had been taken to reduce this risk.

The mealtime experience for people was poor and did not always follow best practice. People gave mixed feedback about the meals provided. We made a recommendation about this.

Staff did not have much contact with the registered manager. Whilst most staff felt supported by their lodge manager, we received mixed feedback about the approachability of the management team and if they would act on concerns raised.

People were supported to have maximum choice and control of their lives and staff supported in the least restrictive way possible and in their best interests; the policies and systems in the service supported this

practice. Recruitment and selection processes were followed to ensure staff employed were safe to work with people.