Walsingham Support – Supported Living West Cumbria deteriorated from Good to Requires Improvement, with a breach of Regulation 17 due to IT system failures that undermined access to care plans and risk assessments, and inconsistent safeguarding identification and CQC notification practices. Strengths included compassionate, person-centred staff, safe recruitment, and good medicines management.
Concerns (6)
critical
Safeguarding
: “staff did not always recognise when abuse or neglect may have occurred and follow required processes”
criticalGovernance: “The provider failed to ensure governance and managerial oversight were effective at monitoring the quality and safety of the service.”
criticalRecord keeping: “IT issues across the service meant staff could not always view, review or update care plans and risk assessments.”
moderateIncident learning: “Systems to ensure all appropriate actions were taken following safeguarding concerns and medicines errors were still being embedded.”
moderateLeadership: “Information received is either inaccurate or wrong, it's confusing”
moderateCare planning: “Issues with the provider's IT systems meant up to date information about risks to people was not always recorded in one place and accessible to all staff.”
Strengths
· Staff were kind, compassionate and treated people with dignity and respect in a person-centred way.
· People had fulfilling and meaningful activities including community work, hobbies and sporting activities.
· Medicines were managed safely and people were encouraged to be independent with medicines administration where possible.
· Staff were safely recruited with appropriate DBS checks; people using the service were involved in recruitment panels.
· Staff received induction and specific training to meet individual needs; supervision meetings held every 6–8 weeks.
Quality-Statement breakdown (12)
safe: Systems and processes to safeguard people from the risk of abuseRequires improvement
safe: Assessing risk, safety monitoring and managementRequires improvement
safe: Using medicines safelyGood
safe: Learning lessons when things go wrongRequires improvement
safe: Staffing and recruitmentGood
safe: Preventing and controlling infectionGood
safe: Ensuring consent to care and treatment in line with law and guidanceGood
well-led: Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirementsRequires improvement
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringRequires improvement
well-led: How the provider understands and acts on the duty of candourGood
well-led: Engaging and involving people using the service, the public and staffRequires improvement