14 September 2012
During an inspection in response to concerns
We heard from some that 'staff very nice', 'very kind' but they are 'busy, too busy'. We heard that this impacts on staff ability to respond to people's request for assistance for such as toileting within an acceptable timescale. One relative told us that 'I know for a fact that in the past (they) had to wait for over an hour' after requesting assistance to go to the toilet.
Comments in respect of waiting for assistance centred on the ground floor nursing unit, as people living upstairs told us that they had no concerns about staff response times to their requests.
We observed an activity session for people living on the nursing unit during our visit, seeing some good examples of positive interaction initiated by staff. We also saw one occasion where staff assisted an individual with use of a hoist. The staff we saw moved the individual safely but did not tell the person what was happening, step by step, with the individual looking anxious during the transfer from chair to wheelchair.
People living in the younger adults unit upstairs were very positive about the activities available to them which included use of community resources and venues, carrying out 'housework' and exercise sessions.
Overall people said they were happy with the standard of care with comments made such as 'well looked after', 'Staff very good to me listen too'. A number of people told us that the staff respond to their health care needs and call in such as doctor, optician or dentist as needed. People also told us that they feel involved in any changes to their care and staff make them aware of their care plans. Generally people felt that they had choice and that there was little restriction with the exceptions relating to waiting for staff assistance.
People told us that they felt safe at Aldergrove Manor. We were told that staff listen and do take any concerns seriously. Some people said that they felt safe when staff lifted them with use of such as hoists.
People told us that they know how to raise concerns and some made reference to the fact they have seen their social worker recently, although have no current concerns around their safety at the home. Some people also told us that they know to ring social services if concerned, and whilst comment was made to the fact the payphone does not work we were told they had access to the office telephone on request.
We talked with one person who uses equipment that could be seen to restrict them, and they were very clear that this was used with their full consent and involvement, with the outcome that they felt less at risk as a result. Other people we spoke to also told us they did not feel constrained or restricted.
Most people we spoke to did not raise concerns as to their cleanliness, and those we met at the time of our visit were well groomed. One individual did however comment that they were not always washed by staff.
We talked to people about how their medication was managed and they told us that they were satisfied with the arrangements in place. We heard that where people wished they could self administer, examples given including prescribed creams and ointments. People told us that staff looked after their medication with their consent. They also said their medication was given to them on a regular basis and as needed. Some people were clear that they knew what medication they should take and when.
People told us that they are consulted about such as activities, meals and as to what is happening at the home through meetings. We were told that this gives people opportunity to give their views about the service they receive.