Pemberley House

There were two companies registered as providers for Pemberley House: Willowbrook Healthcare Limited and WT UK OPCO 1 Limited. Both legal entities are equally responsible for how the service is run and for the quality and safety of the care provided.

Quality assurance measures in place were not always robust, some issues identified on inspection were not appropriately identified and prioritised by the provider. Some records were not up to date or consistent. Staff described a blame culture between managers and other staff.

The home décor was not always well maintained and was not in line with dementia friendly guidance. Some staff training was not up to date in line with the provider's policy, particularly aspects of clinical care for people.

People's care plans were not always person-centred. Activities in the home were limited, particularly for people who were less able to participate in group activities. Staff and relatives fed back that there was not always time for staff to dedicate one-to-one time with people for reminiscence or activities. The home was in the process of recruiting another activities co-ordinator.

Some aspects of care were not in line with best practice, the home had not yet rolled out up to date guidance on standardised food textures. We identified people, or their legal representatives were not always asked for proper informed consent to share pictures and videos of them.

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

People and their relatives said that staff were caring and kind. We observed staff were patient and compassionate towards people. Staff knew people well and managed their anxiety well. The home was

clean and tidy, and risks to people's individual health and safety were appropriately assessed.