Worstead Lodge

Staff were described as kind and caring. People were comfortable with staff who knew them well.

“Staff were kind and caring in their interactions with people and people were comfortable with the staff they knew well.” from the report

The home checked staff before they started work, including references, employment history and DBS checks.

“The provider operated a safer recruitment system. Staff were appropriately checked before they started work” from the report

People had up-to-date emergency evacuation plans. Fire drills took place at different times of day and night.

“People had comprehensive, up-to-date personal emergency evacuation plans in place and fire drills were undertaken regularly, at different times of the day and night.” from the report

The new management team had introduced audits, an action plan and extra management support. It also acted quickly on some medicines concerns during the inspection.

“The new management team had implemented a more robust incident and accident reporting system.” from the report

The report said people were supported to make choices and staff used the least restrictive approach. Staff had training in the Mental Capacity Act and related safeguards.

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

Medicine records were missing or inconsistent. Staff were interrupted while giving medicines, and one person's medicines were regularly put into another container.

“Medicines had not been managed safely. Records were missing and there were discrepancies and gaps in people’s medicine administration records (MARs).” from the report

Some care and support records had been destroyed or did not reflect people's needs. This left unfamiliar and agency staff without the guidance needed to support people safely.

“Although risks relating to most people's support had been assessed, many records were not available to guide the support staff provided to people.” from the report

The provider did not have effective systems to protect people from financial abuse. The previous manager had also failed to refer some incidents properly.

“The provider had not operated effective systems to ensure people were safeguarded from the risk of abuse.” from the report

Staff were not always deployed effectively. Vacancies, agency workers and staff turnover meant that some staff did not know people's needs well, and some daily support was missed.

“Staff were not always deployed effectively to ensure people's needs were met and their rights protected.” from the report

Audits did not accurately show how the home was operating. People, relatives and staff said they were not listened to or involved enough.

“Management oversight of the operation of the service had not been comprehensive or robust.” from the report