Archived: Ashcroft House - Margate

Care managers and reviewing offices from the local authority told us that the care plans and risk assessments had improved but this was still a 'work in progress'. They told us that people who were at risk now had those risks assessed and managed.

People looked clean and cared for and were dressed in clean clothes. The home was clean and smelled fresh.

One person said 'I am happy here, I am well looked after'.

People we spoke to said that the staff were kind and helpful. A relative said that they 'could not fault the staff'.

One person said 'The staff are very friendly people'.

Another relative said 'There have been improvements, definitely. They were very understaffed, it is better now. I love the new manager'.

People we spoke to told us that they felt safe at Ashcroft House.

Consultation with people using the service and their relatives had improved. People had opportunities to give their views and opinions about the service, as a whole and individually about their individual support needs.

Visiting professionals including care managers told us that people were being cared for and had their personal care needs met. They said that staff were more confident in using the whistle blowing policy and that incidents were now being reported to them.

People told us or expressed that their personal care needs were not being met. A visiting carer told us that their relative was often dressed in other people's clothes. Another visiting carer said that their relative had been warning the same shirt for three days.

Representatives of people using the service said that people who were at risk of dehydration and malnutrition did not have adequate food and drink. We were told that people had lost weight and had become frail.

A visiting carer told us that they felt that their relative was not safe. They said that their relative had had lots of falls and injuries since moving into the home which staff could not explain.

A visiting carer told us that they felt the home was often short staffed. One person who uses the service said 'I like all the staff. At weekends they seem to be short staffed'.

In view of the major concerns identified in outcome areas 1, 4 and 7 the Care Quality Commission served Warning Notices on the Registered Provider on 11 October 2011.

A professional from social services told us that they were concerned about the lack of records for some decisions that people had made. They were also concerned that the manager and deputy were leaving the home and that no replacement had started work at the home.

An anonymous person told us they were concerned that staffing levels were too low. Since then staffing levels had been increased.

People who use the service said that they liked the new sensory room and that they were happy.

Staff said they liked working at Ashcroft House. One member of staff said 'I have done loads of training'

The manager completed the Provider Compliance Assessment (PCA). This was a self assessment and gave information about how they intend to ensure that they continue to be compliant.