Firlawn

Inspectors found enough staff to meet people's needs and saw staff managing individual risks appropriately. Recruitment checks were also completed safely.

“There were enough staff to meet people's needs.” from the report

Staff supported people's dignity, privacy, choices and independence. They took time to understand what people wanted and supported their individual ways of communicating.

“People were treated with kindness by caring staff.” from the report

Care plans described people's preferences and needs in detail, and inspectors saw staff following them. People were supported with activities, community access and relationships.

“People received a good level of personalised care.” from the report

Staff worked with health and social care professionals and followed their advice. Referrals and follow-up appointments were dealt with in a timely way.

“We saw evidence of staff making referrals to various healthcare services, chasing results and follow up appointments and adding and advice and guidance provided in to care plans.” from the report

The manager knew when staff training was due, but certificates were kept in different places. Inspectors recommended a clearer way to oversee staff training needs.

“These certificates were recorded and stored in various places in the home.” from the report

Staff and relatives' meetings were informal and had no minutes. This made it difficult to show how people's and staff's views had influenced the home.

“Staff and relatives' meetings were all informal so there was no record of these.” from the report

The home carried out some checks and took action, but there was no structured system to monitor progress consistently. Inspectors recommended a clear audit trail.

“There was no structured approach to governance and quality assurance that would enable the provider to monitor progress effectively and consistently against delivery of the strategy.” from the report