Millwater

People and relatives spoke positively about staff. Inspectors saw caring relationships and staff who knew people's needs well.

“People and staff had developed positive meaningful relationships. Staff knew people well and demonstrated a kind and caring approach.” from the report

Care plans included people's likes, dislikes, important relationships and communication needs. People were involved in decisions about their care.

“Staff knew people well and care records contained detailed information which helped them to provide responsive care.” from the report

People were supported to make daily choices, maintain privacy and remain as independent as possible. Mental capacity requirements were followed.

“People were supported to have maximum choice and control of their lives.” from the report

People and relatives said there were enough staff. Recruitment checks were completed safely and staff understood how to report safeguarding concerns.

“We saw staff were attentive and responded promptly to people's requests for assistance.” from the report

Some medicine patches were applied to the wrong area, patch locations were not recorded and instructions for some creams and as-required medicines were incomplete. Inspectors said this placed people at risk of harm.

“Systems and processes were not sufficient to demonstrate people's medicines were managed and administered safely. This placed people at risk of harm.” from the report

The home had strengthened its checks, but medication audits had not identified the medicine concerns found during the inspection. This meant opportunities to improve had been missed.

“Medication audits had not identified the concerns we found.” from the report

Parts of the building were tired and some surfaces were difficult to clean. Refurbishment work was scheduled to start in September 2023.

“We saw some areas of the building were difficult to clean. For example, some paintwork and the plaster on walls was chipped.” from the report