Palm Court Nursing Home

Inspectors found enough staff to support people safely, with good staff presence and no delays in answering call bells.

“There were enough staff to support people safely. People did not have to wait for call bells to be answered” from the report

The home was cleaner and more hygienic than at the previous inspection. Staff used protective equipment appropriately and recorded cleaning.

“The home was clean and hygienic, and staff recorded areas they had cleaned.” from the report

Information about supporting people with epilepsy and seizures was clear and specific. Staff knew what to do in an emergency.

“Health risks to people were well managed. For example, where people lived with epilepsy and were prone to seizures, information on how staff should support the person in the event of a seizure was clear and detailed.” from the report

Although the response to distress was inconsistent, inspectors also saw staff being kind and respectful, including during mealtimes.

“When staff spoke to people, they were kind and respectful.” from the report

Daily records did not reliably show the care people received or what happened during the day. Care plans also contained conflicting information about risks and moving people safely.

“People's daily records did not accurately reflect the care and support they were receiving or events that happened throughout the day.” from the report

An incident involving three people was found in a handover sheet but had not initially been reported to management, investigated or referred to safeguarding.

“Accidents and incidents had not always been responded to appropriately by staff.” from the report

People spent long periods without interaction or engagement. Relatives said there were not enough activities for their family members.

“People spent long periods of time without interaction or engagement from staff.” from the report

Some staff did not respond appropriately when people were upset. Care plans did not explain clearly what reassurance or support worked for each person.

“Some staff ignored people and didn't interact with them, other staff repeatedly told a person to sit down when they tried to stand up.” from the report

Audits had not identified repeated problems with medicine records, care plans and daily recording. Several safeguarding concerns were also reported to the regulator late.

“Governance processes were not always effective in identifying concerns.” from the report