Bishopstoke Park

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

At the time of our inspection the service was providing personal care to 18 older people with a variety of care needs, including people living with physical frailty or memory loss due to the progression of age.

Robust systems and governance had not been in place. For example, there had been a lack of formal review processes and audits, and some staff training needed updating. The new manager had started to identify and address shortfalls in quality monitoring. Comments from staff and people's relatives acknowledged that the new manager "Had a difficult task and was doing her best" and, "Understands risk and she really cares."

Some staff felt that communication between the management team and staff could be improved. They told us they did not always feel they were getting clarity and support from the management team. The new manager was working to an action plan, identifying areas for improvement. However, action was still needed to ensure all areas were addressed and any changes were well understood and embedded by all staff.

Staff were not always clear about what the provider's policy was regarding people's medicines. We have made a recommendation about medicines management.

Staff had received training in the safe handling of medicines, and this was followed by an assessment of their competency to administer medicines. Safe recruitment practices were followed before new staff were employed to work with people. Staff demonstrated a good understanding of infection control procedures and had received training in infection control. Assessments were undertaken to assess any risks to people and to the care workers who supported them. Staff were aware of people's risk assessments and

contributed to monitoring for any changes to these.

People and their relatives gave positive feedback about the care provided by staff. For example, they told us staff were always willing to discuss their support needs and were flexible in their approach. "They are incredibly accommodating. The staff are so dedicated."