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Pannel Croft Village Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 10 September 2019

About the service

Panel Croft Village is a community based extra care facility that was providing personal care to 36 people at the time of the inspection. People using the service lived in their own flats in a gated community in the city centre. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

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

People were supported to receive their medicines but improvements were needed to ensure the arrangements in place were more robust. Care staff had received training in how to keep people safe and described the actions they would take when people were at risk of harm. Accidents and incidents were recorded and investigated to prevent them from happening in the future. The provider had a recruitment process in place to ensure only suitable care staff were recruited. There were enough staff to support people.

People were supported by care staff who had undertaken induction training and received on-going regular training to support people’s needs. People's nutritional needs were met. People accessed health care when needed.

People were supported to have maximum 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.

People were supported by staff who were kind and caring. Staff were compassionate and empathetic and had built good relationships with people. People's privacy, dignity and independence were respected by staff. People’s equality and diversity needs were respected.

People's support needs were assessed regularly and planned to try to ensure they received the support they needed. People's support was individualised. People were supported to take part in social activities. The provider had a complaints process which people were aware of to share any concerns.

The provider did not have robust governance or auditing systems in place to ensure that medicine errors were learned from effectively. The provider had an improvement plan in place to further improve the quality of the care for people who lived at Panel Croft Village. Management and care staff had on-going training to ensure their learning, skills and knowledge was current to be able to support people.

Rating at last inspection

Rated good (published 23 August 2016).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas


Requires improvement

Updated 10 September 2019

The service was not always safe.

Details are in our safe findings below.



Updated 10 September 2019

The service was effective.

Details are in our effective findings below.



Updated 10 September 2019

The service was caring.

Details are in our caring findings below.



Updated 10 September 2019

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 10 September 2019

The service was not always well-led.

Details are in our well-Led findings below.