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Inspection Summary

Overall summary & rating

Requires improvement

Updated 10 October 2019

About the service

The Shores is a residential care home providing personal care for up to seven people with learning disabilities. At the time of our inspection five people were using the service.

The service is a detached two-story building with enclosed gardens.

People’s experience of using this service and what we found

There were enough staff on duty to safely meet people’s needs on the day of our inspection and records showed these staffing levels had recently been routinely achieved. However, relatives, staff and managers constantly reported that the service had been significantly understaffed from January to April 2019. Comments received in relation to staffing level included; “We are approximately four staff short at the moment”, “They seem to have a lot more staff in now. That has changed significantly since the new manager came in” and “Staffing is a lot better.”

Some people’s behaviour was adversely impacting on others within the service. These issues had been identified by staff and managers, who were working with commissioners to identify how they could be resolved. Plans were being developed but were not yet successfully in resolving the situation and there were ongoing impacts on people’s wellbeing.

Medicines were managed safely, and necessary staff pre-employment checks had been completed. The service was clean and risks had been appropriately assessed.

Staff received regular training updates to ensure they had the skills necessary to meet people’s needs and new staff received appropriate induction training. Staff supervision meetings had been recently reintroduced and annual performance appraisals completed.

The service was reasonably maintained, and communal areas were being redecorated during the inspection. People’s bedrooms were personalised and individually decorated.

People were supported to have choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Staff were caring and compassionate. They responded promptly to people’s needs and respected their decisions and choices. Relative told us, “They have a lot of very caring people there” and “I feel [my relative] has some really good people looking after him.”

People’s care plans were accurate and provided staff with enough guidance to enable them to meet people’s needs. Information provided to staff about people’s communication preferences was accurate and useful. Complaints received had been appropriately investigated.

Current staffing level enabled people to access the community when they wished and the service was now providing personalised care that reflected the principles of and values of Registering the Right Support. During our inspection we saw people were able to choose how to spend their time and were able to go out when they wished.

The provider’ quality assurance processes had identified significant concerns in relation to the service’s performance in April 2019. As a result, management changes were made and additional support and resources provided to improve the quality of care people received. Relatives and staff were complimentary of these changes and the new manager approach. Their comments included, “I have noticed things have changed”, “I feel positive towards the new manager” and “[The new manager] has been a massive help and is doing really well”.

The Secretary of State has asked the Care Quality Commission (CQC) to conduct a thematic review and to make recommendations about the use of restrictive interventions in settings that provide care for people with or who might have mental health problems, learning disabilities and/or autism. Thematic reviews look in-depth at specific issues concerning quality of care across the health and social care sectors. They expand our understanding of both good and poor practice and of the potential drivers of improvement.

As part of thematic

Inspection areas


Requires improvement

Updated 10 October 2019

The service was not always safe.



Updated 10 October 2019

The service was effective.



Updated 10 October 2019

The service was caring.



Updated 10 October 2019

The service was responsive.


Requires improvement

Updated 10 October 2019

The service was not always well-led.