Mill View

Inspectors saw calm, sensitive interactions. Staff supported people patiently when they needed help to move or after a fall.

“Staff were patient, kind and caring.” from the report

People were involved in decisions about their routines, care, food and clothing. Care plans gave detailed guidance about individual needs.

“People's care was personalised as staff promoted choice and control.” from the report

Medicines records were accurate, staff had training and competency checks, and audits were completed. Some extra detail was added to instructions for medicines given as needed.

“Medicines were managed safely and people received these as prescribed.” from the report

Managers were open with inspectors and acted quickly on issues found. Quality checks identified areas for improvement.

“The management team were responsive to our feedback and eager to improve the service.” from the report

People and relatives felt able to raise concerns. The two complaints recorded in 2023 showed appropriate action and responses.

“Both complaints demonstrated appropriate action was taken in response to the issues raised and a response was provided.” from the report

On the first inspection day, some people did not receive support promptly. One person waited to go outside and another missed help with a meal. Staffing improved on the second day.

“There were not always enough staff to consistently meet people's needs.” from the report

Hot water temperatures had not been checked since July 2023. Checks were completed immediately after inspectors identified the gap, and there was no evidence of harm.

“Hot water temperature checks had not been carried out since July 2023.” from the report

Two bath hoists were out of use because of faults. Repairs were completed following the inspection.

“Two bath hoists were not in use due to faults.” from the report

One person entered other people's bedrooms without staff knowing where they were. This distressed two people in their bedrooms.

“This caused distress to 2 people in their bedrooms who screamed at the person to get out.” from the report

Some sluice items were not stored correctly and two communal bathroom soap gel dispensers were empty on the first day. These issues were corrected by the second day.

“On day 1 of our inspection, not all sluice items were consistently stored in red bags.” from the report