Archived: St Georges Care Home

We found non compliance in outcome 1; People's views and experiences were not always taken into account in the way the service was provided and delivered in relation to their care.

Outcome 4; We found some people were not always receiving appropriate care and support that met their needs.

Outcome 7; People who used services were not protected from the risk of harm because the provider had not taken reasonable steps to ensure staff were suitably trained.

Outcome 14; People were cared for by staff who were not supported in a way which would allow them to carry out their role effectively.

When we visited again on the 8 October 2012 and we found the required improvements had been made.

We used a number of different methods to help us understand the experiences of people using the service. We spoke with people who live in the home and their relatives. We talked with the staff and the manager, looked at records, care files and observed practice.

People we spoke with generally told us the care was good and that staff were' nice'. One person told us 'they are lovely here they do whatever I need',' the care staff are lovely'.

We spoke with eight people who told us, 'It's like a palace here, food is great but we get too much of it! Staff are alright some are better than others' 'I love them! It's nice' 'nothings too much trouble for them here'. One other person said 'I get bored at times weekends are the worst nothing to do, I take myself for a wheel around when I am bored, and I still get homesick'

We spoke with four relatives of people who used the service and they told us they felt the care received was mostly good. One person told us the staff were kind and helpful and they 'had no real concerns'. Another person told us communication with relatives is not very good and staff were not forthcoming with information until asked. We were given an example about their relative's recent chest infection which they had not been informed of and had to ask if treatment was being given.

Two of the relatives we spoke with told us they were concerned with the length of time it takes to answer the call bells, however we did not experience this during our visit. One relative told us this had led to their relative having being incontinent and therefore compromising their dignity.

One person told us they felt their relative was well cared for and staff came when needed. They told us they felt the staff were kind and helpful and had no concerns about the care their relative received.