About the service St Anne’s Home – London is a residential care home providing personal and nursing care to 32 older people at the time of the inspection. The service can support up to 34 people in a purpose-built care home.
People’s experience of using this service and what we found
People’s medicines needs were not always managed safely. There were inconsistencies in people’s medicine care plans and ‘as required’ medicine guidance. The service did not always follow their provider’s policy in relation to proper medicines management.
People trusted staff. Risks to people’s needs were identified, assessed and mitigated. People’s needs were met by enough and suitable staff who safeguarded them from the risk of harm and abuse. People were protected from the risk of infection. Incidents were investigated, and lessons learnt to minimise their recurrence.
People’s needs were identified before they moved to the home. People told us their needs were met by staff who were well trained and knew their needs. Staff received regular supervision and told us they felt well supported. People’s dietary needs were met. They had access to ongoing healthcare service.
The home was accessible. However, it was not dementia friendly. We have made a recommendation in relation to dementia friendly environment.
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 told us staff were kind and treated them with dignity and respected their privacy. People’s needs in relation to their protected characteristics were identified and met. People’s freedom was respected, and independence encouraged.
People’s personal needs were met by staff who knew how to provide person-centred care. People’s care plans were individualised. People were satisfied with the complaint’s process. There were systems in place to support people to have a pain-free and comfortable death.
People and staff told us the home was well-led and the registered manager was approachable. Staff told us they liked working at the home and they worked well as a team. The registered manager worked in partnership with other agencies to improve people's experiences.
The provider had quality assurance systems in place to assess, monitor and evaluate the service. However, these were not always effective. We have made a recommendation in relation to quality monitoring systems.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update:
The last rating for this service was requires improvement (published 16 November 2018) and there were three breach of regulations. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found some improvements had been made but were not enough and the provider was still in breach of a regulation.
The last rating for this service was requires improvement (published 16 November 2018). The service remains rated requires improvement. This service has been rated requires improvement for the last two consecutive inspections.
Why we inspected
This was a planned inspection based on the previous rating.
Enforcement
We have identified a breach in relation to safe care and treatment at this inspection.
Please see the action we have told the provider to take at the end of this report.
Follow up
We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.