The Care Quality Commission
  • Care Home
  • Care home

Archived: Bluebell Court

Stanley Road, Thurrock, Grays, Essex, RM17 6QY (01375) 369318

Provided and run by:
Primrose Care Home Limited

Important: The provider of this service changed. See new profile

All Inspections

6 August 2014

During an inspection looking at part of the service

The service is registered for 80 older people who require either nursing care or assistance due to their age or some form of dementia. During our visit we spoke with six people who lived at the service to gain their views on the support and care they received. Some of the people were unable to express their views because they were not able to verbally communicate with us. Where this occurred observations were completed. We also spoke with seven relatives who were visiting on the day of our inspection. We spoke with the manager, deputy manager and eight care workers to obtain their views about the service and discussed issues around training, supervision, safeguarding and the quality of the care provided.

We considered our inspection findings to answer questions we always ask; Is the service safe? Is the service effective? Is the service caring? Is the service responsive? Is the service well-led?

Below is a summary of what we found.

Is the service safe?

When we arrived at the service the senior staff member on duty asked to see our identification and asked us to sign in the visitor's book. Appropriate actions were taken by the care workers to ensure that the people who used the service were protected from others who did not have the right to access their home.

We saw that care workers had been provided with training in safeguarding vulnerable adults from abuse, the Mental Capacity Act (MCA) 2005 and Deprivation of Liberty Safeguards (DoLS) as part of their induction and also on going training. Training had been booked for those care workers who still needed to attend. This meant that staff had been provided with the information they needed which would help to ensure that people were safeguarded.

People told us they felt safe. Care workers had received training and guidance on identifying the possible signs and risk of abuse and were aware of how to raise any concerns they may have.

The registered manager had set the staff rotas, they took people's care needs into account when making decision about the numbers, qualification, skills and experience required. This helped to ensure that people's needs were always met.

On the day of our visit the service had sufficient care workers on duty to provide the care people required. The service also had other staff available to provide assistance with the day to day running of the home and a manager and deputy manager to oversee this. Although there were sufficient staff to meet the needs of the people, concerns were raised about the deployment of staff due to lounges being left unattended on occasions and care workers not being available when people required help or assistance.

Is the service effective?

People's care records showed that care had been planned and records had been regularly reviewed and updated. Care workers had been provided with information about people's needs and how these were to be met.

We found that records had not been routinely completed for pressure care management for some of those people who had pressure relieving equipment. Due to this care had not always been provided or delivered in a way that ensured people's safety and welfare.

Is the service caring?

We spoke with six people who received support from the service. We asked them for their opinions about the staff that supported them. Feedback from the people was positive and included, 'I can't fault it ' it's excellent. There is not one thing I could complain about.', 'The staff are lovely here and the food is good.' And 'It's a lovely atmosphere here.'

We spoke with a relative of a person who used the service and they confirmed that they had only been at the home for a very short while, but was very complimentary about the care workers and management. They added that they had been provided with very good information before their relative moved in and they had so far found the service to be 'excellent.'

We saw that the care workers interacted with people who lived at the service in a caring and respectful manner. We observed that care workers treated people with respect and encouraged them to be involved in decisions about their care.

Is the service responsive?

Care records showed that where concerns about people's wellbeing had been identified, the care workers had taken appropriate action to ensure that they were provided with the support they needed. This included seeking support and guidance from health care professionals.

Is the service well-led?

The manager of the service was registered with the Care Quality Commission and had knowledge of the regulations.

The service worked well with other agencies and services to make sure people received the care they needed.

There were clear lines of accountability and systems in place for people to raise any concerns they may have.

Staff told us they were clear about their roles and responsibilities. Staff agreed the service was well led and added they received regular supervision and support and the manager had dealt with any issues they had raised.

16 July 2013

During a routine inspection

As part of this inspection we spoke with a total of five people who use the service, four relatives, several members of staff and the manager. A total of 12 peoples care records and associated documentation were viewed. We also looked at records relating to staff, the provider's safeguarding and complaint procedures.

The atmosphere within the service was calm and relaxed; however improvements were required to ensure that people who lived at the service had their care needs met. Staff interactions with people living at Bluebell Court were variable and were seen to be task and routine orientated.

Each person was noted to have a care plan detailing their care needs and how they were to be supported by staff. However improvements were required to ensure that records were robust and risk assessments devised for all areas of risk. Improvements were also required in relation to safeguarding procedures and ensuring that medication practices within the service protected people's health and wellbeing.

17 May 2012

During a routine inspection

Where people were unable to provide a verbal response or tell us verbally their experiences, for example as a result of their limited verbal communication or poor cognitive ability, we noted their non verbal cues and these indicated that the majority of people were relaxed and comfortable and found their experience at the home to be positive.

People told us that they were offered choices, were treated with dignity and respect and felt safe using the service. People described the care staff as 'very good', 'very friendly' and 'lovely.' People spoken with told us that they were happy living at Bluebell Court. Relatives spoken with told us that in general communication was good and staff always contacted them if they noticed changes in the person being supported.

The feedback, gathered through the providers' satisfaction surveys, from people visiting the home was positive about the cleanliness of the home environment. One relative spoken with said that they always found the home to be clean and there were no unpleasant odours.

3 November 2011

During an inspection looking at part of the service

During our visit we were able to hold a conversation with several people and they were able to make comments about specific issues, such as the quality of the meals provided, whether or not they liked their room, the quality of care provided by staff and if they liked staff. However, most of the information about people's experiences was gathered through our observations.

In general comments from people who use the service were positive. Comments included 'Staff are very good and helpful', "The care is marvellous' and 'If you need any assistance, staff know what to do and staff are friendly.' Two relatives spoken with confirmed that they were happy with the care and support provided to their member of family.

Negative comments from people who use the service told us that they found some members of night staff to be dismissive. The example given to us was that they had recently asked night staff to assist them with a personal care task and were told 'I haven't got time to do it , can't you do it yourself.' Another person, with whom we spoke, told us, that staff did not always knock on the door prior to entering their room and staff turned their lights on without asking. During our visit we observed this happening. They also told us that they had not had their teeth cleaned for a week; they told us that they had not discussed this with care staff however staff had not offered to assist with this task. They also told us that when staff helped them to change their body position whilst in bed, it made them 'feel like a lump of meat.'

People told us that they felt safe and that, if they had any concerns or worries, they would discuss them with their relative or a member of staff. People also said that they were happy that the home manages their medicines on their behalf.

One person told us that they thought there were enough staff in the home, and they told us that if they needed to use the call bell staff came quickly. Another person said they thought there had been limited staff recently. We also noted that in a survey, of relatives, carried out by the owner in September/October 2011 one relative had noted their concerns about staffing levels.

One person said that they felt staff were very good and that if you needed any assistance staff knew what to do. Another person with whom we spoke also told us staff were friendly. In response to a survey of relatives carried out by the owner in September/October 2011 of the 42 surveys received over Sept/Oct 2011 93% of relatives said they were happy with the staff. For the remaining 7% this was 'partially achieved'. One relative commented that they always found staff to be very friendly whilst another that they found a particular member of staff unhelpful. (This has been followed up with the staff member by the manager following the survey.)

22 August 2011

During an inspection in response to concerns

Where people were unable to provide a verbal response or tell us verbally their experiences, we noted their non verbal cues and these indicated that some people were relaxed and comfortable and found their experience at the home to be positive. However, our observations also showed that some people found their experience to be distressing and confusing.

Comments from people who use the service about the care and support provided at Bluebell Court were generally complimentary. Some people with whom we spoke told us they were happy living at the home and that they were satisfied with the care and support provided by staff. However two people confirmed when asked why the lounge was so quiet, "We don't talk too much because they (staff) tell us to shut up." People spoke positively about staff and told us they were friendly and spoke to them with respect.

One relative spoken with, told us, "I'm very happy with the care my relative receives." They also told us that they are always made to feel welcome by staff when they visit Bluebell Court.

People with whom we spoke said they have regular staff and that means they know people's needs. People also told us that there are not always enough staff about and that people are left unsupervised for long periods of time. One relative said 'People can be in the lounge for an hour and there are no drinks left accessible to them. No staff appear during that time, people call out to be taken to the toilet to no avail, they have no access to a call bell, I cannot take them but I have used the call bell behind the lounge door to ring for assistance for them when I am there.'

People told us they were happy that their medicines were managed by the home on their behalf. One person said that their medicines were "Not always given at the same time" of day.

People confirmed to us that they felt safe at Bluebell Court and that they were satisfied with their room and that the home environment was generally clean.