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Inspection Summary


Overall summary & rating

Inadequate

Updated 4 April 2020

About the service

The Hawthorns is a residential care home that was providing personal care to 37 people at the time of the inspection. The service can support up to 39 people. Most of the people living at the service had age related conditions many of whom were also living with dementia.

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

The service had not been well managed. The governance of the service was insufficient to ensure that people received support to keep them safe and maintain their wellbeing. Audits had not always been completed or used to develop improvements in the quality and safety of the service people received. Records had not been fully or accurately completed and were disorganised. People were not asked to give their views of the service so that shortfalls could be identified, and improvements made.

People had not always been protected from the risk of potential abuse and risks to people's health and safety had not been consistently assessed and mitigated. Medicine were not always safely managed and the competencies of some staff that administered medicines had not been assessed. The recruitment of some staff had not been robust and the relevant checks had not always been completed. The staffing levels were not based on an assessment of people’s needs and sometimes people had to wait for assistance. Some areas of the service were not clean and cleaning products had not always been kept in a locked cupboard.

People's needs had not always been adequately assessed and planned for. Care plans provided little detail or guidance for staff to follow when delivering care. Some people’s care was not being effectively monitored because staff had not been provided with the relevant guidance. People were not always supported to have maximum choice and control of their lives and staff did not always support them in the least restrictive way possible and in their best interests; the policies and systems in the service did not support this practice.

Staff had not always received the induction, training and support they needed to provide safe and effective care. Many staff had not completed the training the provider considered to be mandatory before they worked unsupervised.

We have made a recommendation about the design and adaptation of the building to meet people's needs.

People had not always been treated well. Personal valuable items being kept by the provider had not been all been named so it was not possible to identify who they belonged to. Although people who could move independently were able to move freely about the service others were not always supported to remain independent. Most people felt that staff were kind and caring.

People did not always receive care that was personalised to meet their individual needs. Care plan contained little information about people's preferences for how they wanted their care to be delivered or how they like to spend their time. The opportunities for people to engage in activities, hobbies and pastimes that interested them were limited and staff did not always have the time to spend time talking to people. People told us they did enjoy the activities that were on offer, but most people spent much of their time in their rooms. People had not always been asked about their wishes on their end of life care and complaints people had made had not always been recorded.

We have made a recommendation about the management of complaints.

People were supported to access the support of healthcare professionals. We received mixed feedback about meals. People told us they could ask for an alternative if they did not like the food on offer.

Regular staff knew people well and had a good understanding of their needs. People felt staff were kind and caring and treated people with respect. Although limited, people did enjoy the activities that were on offer.

Two experienced managers had been deployed to work at the service and were developing an action plan to address

Inspection areas

Safe

Inadequate

Updated 4 April 2020

The service was not safe.

Effective

Requires improvement

Updated 4 April 2020

The service was not always effective

Caring

Requires improvement

Updated 4 April 2020

The service was not always caring

Responsive

Requires improvement

Updated 4 April 2020

The service was not always responsive.

Well-led

Inadequate

Updated 4 April 2020

The service was not well-led.