All inspections: Brundall - Care Quality Commission

This unannounced inspection was carried out following receipt of concerns from a member of the public. These concerns included the standard of care being provided to people and the way in which people were being treated by staff. We looked at the inspection history of this service over the last 12 months, which showed that concerns around staffing and staff competence had been a feature of the three previous visits.

We spoke with people using the service, who told us they were satisfied with the care they received. They said staff were kind but busy. On occasion, staff left their call bell out of reach, then they would shout for assistance when they needed it. A visitor to the home told us they thought the staff were very kind and that they went beyond what was expected of them. However, they felt there were not enough staff, especially in the afternoon.

We saw that people were having to wait up to an hour or more before they received support to eat their evening meal. Staff were seen rushing from one person to another, trying to be as quick as possible. Staff were clearly doing their very best with a good humour and some admitted to feeling very tired.

We looked at the arrangements for cleanliness and hygiene control and found that some rooms within the dementia unit suffered from strong, unpleasant odours. Some equipment in the small kitchen was also dirty. We were told that the home often ran out of protective clothing and cleaning wipes.

We had received concerns from people visiting the home and a person who had worked at the home, about the standard of care being provided and also regarding the heating and food storage at Brundall. These concerns determined the areas of the home that we looked at on this occasion.

We were not able to speak with people using the service about their experiences and gathered our evidence by speaking with staff and making observations.

We saw people in all parts of the home, including communal lounges and their own rooms. Staff were providing personal care and support to people and we saw that people's privacy and dignity were respected. We saw some people walking about the home and being given discreet support and guidance to ensure they remained safe. The way staff spoke to people was appropriate and respectful.

All areas of the home were comfortably warm although work to repair the heating system that had broken down was being completed on the day of our inspection. Two new boilers had already been installed and were working well.

We talked with staff about the care and support provided to individual people and how these were recorded. We discussed how daily records should be improved so that all care interventions were included. We have since received further assurance from the deputy manager following our inspection, to confirm that the recording systems were being regularly monitored to ensure they were being completed fully.

We spoke to people using the service but their feedback did not relate to the standard we were inspecting. There were very few people who were able to speak with us as they were being assisted to get up at the time of our visit. Those we were able to speak with were comfortable and content to sit and watch television or to chat to their neighbour in the lounge.

People we spoke with told us they liked living at this home. One person said, 'It's very nice here.' People were able to do as they pleased and spent their time where they wished. Two people told us that they liked to spend their time in their rooms, reading, listening to the radio or watching television. Two people were enjoying playing a game of scrabble with the activities co-ordinator and a visitor. They told us they looked forward to their weekly scrabble game.

People spoke to us about the staff. One person said, 'The staff are kind and considerate.' They described the staff as, 'Always busy.' Two people said they would speak with a member of staff if they had concerns or worries but both agreed they were happy and content.

People told us that the food was good and plentiful. They said there were choices available at each meal. We observed lunchtime in Verne House, the wing where people with a dementia lived. We saw that people were supported by staff who treated them with respect and kindness. People were helped at their own pace and were not hurried. The atmosphere was calm and relaxed.

Archived: Brundall

All Inspections

8 February 2013

During an inspection in response to concerns

29 October 2012

During an inspection in response to concerns

31 August 2012

During an inspection looking at part of the service

4 May 2012

During a routine inspection