Archived: Rectory House Nursing Home

Some people told us that they felt well cared for and their comments included 'Care is good.' All three of the people we talked with had some concerns about how their care was managed. Two of the people told us that they did not have a choice about when they were woken up and one said they did not have a choice about when they were assisted from bed.

Five of the seven complaints we looked at concerned how care had been provided and investigation reports showed that, on occasion, people had not received the level of care they deserved.

Staffing levels in the home were inconsistent and this had impacted on how care was delivered. People told us there was a particular problem with low staffing levels at weekends and we saw this in staff rotas we looked at.

People had been given information on how to complain and complaints records we looked at showed that people's complaints had been investigated and they were advised of the outcome.

Overall we found that care provided was meeting people's needs. For three of the people living in the home who needed others to advocate on their behalf, however, relatives were concerned that they had not been asked for their views on how the person's care had been managed. One person also said 'There was a delay of three or four months in contacting the doctor when we asked for this.'

People enjoyed the meals in the home, and choices were offered. Generally people were happy with the accommodation provideded. Overall we found that there were adequate numbers of staff on duty to meet people's needs, but the provider acknowledged that more needed to be done to ensure staff numbers at weekends were not reduced.

Four people told us that formal complaints had been made recently but not investigated..