Neu Living

Inspectors found there were enough staff to meet people's needs. The home used familiar bank staff to cover sickness or absence.

“The provider ensured there were sufficient numbers of staff.” from the report

Staff followed infection prevention procedures and had access to personal protective equipment. People and relatives did not raise concerns about cleanliness or hygiene.

“People were protected from the risk of infection as staff were following safe infection prevention and control practices.” from the report

Inspectors observed consistent positive interactions between staff and people. Staff were seen speaking respectfully and using good humour.

“We carried out a SOFI that highlighted consistent positive interactions between staff and residents.” from the report

Staff made referrals to health professionals when people's needs changed, including to GPs and community mental health teams.

“The provider ensured the service worked effectively within and across organisations to deliver effective care, support and treatment.” from the report

Some medicines were out of stock, given in ways that did not follow instructions, or not recorded properly. One person missed a prescribed nutritional supplement for a week and another missed eardrops for several days.

“People were not supported to receive their medicines in a safe way.” from the report

Inspectors found unresolved building defects, including water coming through electrics, damaged fire doors and emergency lighting needing work. Evacuation plans did not contain enough detail or reflect fire service advice.

“There were environmental safety concerns in the building which placed people at risk of harm.” from the report

Capacity assessments and best-interest decisions were missing or lacked detail. DoLS records were not always accurate, and applications were delayed.

“The provider did not work in line with the Mental Capacity Act.” from the report

There were major gaps in mandatory training and no reliable evidence of current competencies for tracheostomy, PEG, catheter care and some other tasks. Many staff had not received the supervision required by the home's policy.

“There were significant gaps in training compliance across the staff team.” from the report

Care plans lacked detail about people's preferences, goals and support needs. One person was not always given the one-to-one support set out in their care plan.

“We found that care plans lacked detail and were not person-centred.” from the report

Audits and monitoring did not reliably identify risks or lead to improvement. Managers lacked oversight of training, safeguarding, accidents and incidents, and the home had not fully acted on earlier feedback.

“Systems for identifying, capturing, and managing organisational risks were ineffective.” from the report