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CQC report explained · a residential care home, run by B & M Care
Lakeside Residential Home
25 Whiteknights Road, Reading, RG6 7BY
Requires improvementpublished 11 August 2023, 3 years ago
Rated Requires improvement: inspectors found the service was not performing as well as it should and told it what to change.
The five questions inspectors ask
- Safe?
- Requires improvement
- Risk assessments and care plans were not always updated after incidents involving behaviour that challenged staff. Some people waited 35, 43 and 59 minutes for call bells to be answered.
- Effective?
- Requires improvement
- Inspectors found poor mealtime experiences, including limited choice and little staff interaction. Mandatory training and appraisals were not up to date.
- Caring?
- Good
- People and relatives said staff were kind and caring. Inspectors saw people treated with respect, and found that privacy, dignity and independence were supported.
- Responsive?
- Good
- Care plans reflected people's needs, preferences, backgrounds and communication needs. People could join activities or receive one-to-one time, and relatives and visitors were welcome.
- Well-led?
- Requires improvement
- The registered manager's governance systems had not dealt effectively with known problems in mealtimes, training, care records and call bell response. The home was in breach of four regulations.
The latest report, explained
What inspectors found, August 2023
Rated Requires Improvement; inspectors found kind, responsive care but risks, staff training, mealtimes and management needed improvement.
Inspectors visited without notice on 04 and 05 July 2023. They spoke with people, relatives and staff, observed care, and checked care plans, medicines records, staff files and management records.
The home was caring and responsive. People were treated with kindness and respect, involved in their care, supported to stay independent and helped to keep in touch with relatives. Care plans were personalised, communication needs were recorded, and activities and healthcare support were available.
There were important shortfalls. Risk records were not always updated after incidents, some call bells took a long time to answer, mealtimes were poor, and staff training and appraisals were not up to date. Management systems had not fixed issues already identified by audits.
The overall rating changed from Good at the previous inspection, published on 31 March 2020, to Requires Improvement. The home breached four regulations, and CQC will ask for an action plan and monitor progress.
What inspectors praised
Kind and respectful care
People and relatives said staff were kind and caring. Inspectors observed staff meeting people's needs respectfully.
“People and their relatives told us staff were kind and caring.” from the report
Personalised care planning
Care plans included people's medical, social and personal information, along with their preferences, goals and communication needs.
“Care plans were based on a full assessment, with information gathered from the people and their relatives.” from the report
Medicines administration
The medicines records checked gave assurance that medicines were being given as prescribed. Staff gained permission and recorded medicines after giving them.
“The MARs we reviewed provided assurance people were receiving their medicines as prescribed.” from the report
Healthcare links
The home worked with a range of health professionals and supported people to access healthcare services.
“The service had regular involvement with GP's, Speech and language therapists, district nurses, dieticians, chiropodists and pharmacists.” from the report
What inspectors were concerned about
Risk records were not reliable
seriousCare plans and risk assessments were not always reviewed after incidents. This left staff without enough guidance and placed people at risk of harm.
“Systems were not robust enough to assess, monitor and mitigate risks to the health, safety and welfare of people using the service.” from the report
Long call bell waits
seriousSome people waited up to 59 minutes for their call bells to be answered. CQC recommended reviewing how staff were deployed.
“For example, on separate occasions people had waited 35, 43 and 59 minutes before their call bells were answered.” from the report
Poor mealtime experience
needs fixingChoices were not always provided and staff interaction was limited. One person remained at a table eating from 12:30pm to 2:45pm with little staff interaction.
“People's choices were not always met during mealtimes and there was little interaction with people by staff.” from the report
Management did not fix known problems
seriousAudits had identified poor mealtime experiences and overdue training, but management had not taken enough action. Similar gaps remained in care records and call bell response.
“The registered manager had not established an effective system to enable them to ensure compliance with their legal obligations and regulations.” from the report
Thickeners were not always secure
needs fixingPrescribed thickeners were not always stored securely. CQC recommended that the storage arrangements be reviewed.
“However, prescribed thickeners were not always stored securely.” from the report
Questions to ask them, based on this report
- 01What changes have you made to ensure care plans and risk assessments are updated after incidents?
- 02How are you making sure call bells are answered promptly, and what are the recent waiting times?
- 03What has changed during mealtimes to provide people with choices and more staff interaction?
- 04What percentage of staff are now up to date with care certificate, infection control and fire training?
- 05How are you checking that the action plan has fixed the problems identified by your audits?
This was an unannounced full inspection covering all five key questions, including infection prevention and control, medicines, care records, staffing and governance. This explanation was written from the published report of 11 August 2023 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
The story over the years
Every inspection of Lakeside Residential Home
5 rated inspections over 7 years: the service has slipped, from Good to Requires improvement.
- August 2023Requires improvementcurrent ratingdown from GoodSafe: Requires improvementEffective: Requires improvementCaring: GoodResponsive: GoodWell-led: Requires improvement
- April 2020Goodup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- April 2019Requires improvementstayed Requires improvementSafe: Requires improvementEffective: Requires improvementCaring: GoodResponsive: GoodWell-led: Requires improvement
- March 2018Requires improvementdown from GoodSafe: GoodEffective: Requires improvementCaring: GoodResponsive: GoodWell-led: Requires improvement
- March 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- July 2014
Report published without a new overall rating.
- February 2014
Report published without a new overall rating.
- August 2013
Report published without a new overall rating.
- March 2013
Report published without a new overall rating.
- July 2012
Report published without a new overall rating.
- May 2011
Registered with the Care Quality Commission on 20 May 2011.
Ratings and report dates from the Care Quality Commission. A service can also be visited without a new rating being published, so the timeline shows published inspections, not every contact the CQC has had with the service.
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