Leyland care home slammed for flaws in medication and staff

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A care home in Leyland failed to manage medication safely and relied too heavily on agency staff, according to the industry watchdog.

Care Quality Commission inspectors visited Marsh House, based on Ulnes Walton Lane, a residential care home run by Dovehaven Care Homes which is home to 25 people over the age of 65, and found it to be in need of improvements.

The inspection took place in November last year and downgraded a previous rating of “Good”, issued in March 2018, when the house was managed by another supplier.

The home was registered with the CQC under its current provider, Dovehaven Care Homes, in July last year.

The latest report revealed flaws in medicines, personnel and governance, saying: “Medicines were not managed and stored safely. Some medications had not been registered as being on site and were stored incorrectly. Medicines were not always given as prescribed because some medicines were out of stock. Documentation was not always completed to prove that security checks had taken place. Daily refrigerator temperatures had not always been recorded according to best practice. Medication administration did not always follow management advice and best practices. We raised our concerns with the manager who took immediate action.



Marsh House care home on Ulnes Walton Lane in Leyland.

Not all staff had been trained in fire safety and not everyone living in the house had a personal emergency escape plan, while some staff had not received training in terms of protection.

There were concerns about staffing and recruitment, although rigorous recruitment procedures were followed and proper background checks were carried out on staff.

Inspectors said: “One person said, ‘Sometimes they’re not fully staffed. “

This was echoed by some staff, with one telling the inspectors: “We have been through a difficult time. We were short-staffed with no support.

There were shortcomings in staff training, according to inspectors, who said one member of staff said: ‘I love it here, but it’s been horrible. We have been thrown into the deep end. I had a day of observing, then I left on my own. I came home crying. We received no support.”

Inspectors said the home did not have a CQC-registered handler and had appointed one who had not yet been registered with the watchdog.

Similarly, training on end-of-life support was lacking, with the report stating: “Staff expressed concern that they had not received training and guidance on supporting people who had need end-of-life support. However, the report stated that there were arrangements to ensure the availability of the necessary drugs, if needed.



Marsh House care home on Ulnes Walton Lane in Leyland.
Marsh House care home on Ulnes Walton Lane in Leyland.

Other shortcomings were the lack of support to manage staff shortages. The report states: “A staff member said, ‘We received no support. It was like no one could be bothered.

Meanwhile, cleanliness was lacking, as the report states: “The supplier was hiring additional maintenance staff and the house was visibly dirty in some areas. We got mixed reviews from people. One person told us, “Staff don’t clean your room. A second person said, “A cleaner has a lot of work to do. She comes into my room and changes my bed.

Feedback on the food was mixed, in terms of respect for promoting privacy, dignity and independence, but inspectors observed that people were supported to have maximum choice and control over their lives , and were “happy and relaxed” around the staff.

Inspectors said: “Some staff did not always promote the dignity and individuality of people through the language they used and what was documented. Staff used language and referred to people as ‘singles’ or ‘doubles’ depending on how many staff they needed to support them. »

They added: “One person said to us, ‘I have no independence here. The staff try to get you to bed between eight and nine in the evening.

However, inspectors said they were told the concerns would be investigated, adding: ‘People have told us most staff are caring. One person told us, “The day staff are great, but the night staff don’t talk to you. A second person commented: ‘Staff at night, and if they see I’m awake they bring a cup of tea and then leave the room.’ A third person said, “The staff is very good and they are very nice.

Most care records reflected people’s wishes and were up to date, people’s communication needs were met and there was an accessible complaints procedure. Other attributes were that the home was transparent, “honest and open” about needed improvements, and “frank and cooperative,” working with other organizations and health professionals to ensure current practices were followed.

Similarly, the home also protected people’s rights and made sure they got the care they needed, and the staff knew how to help people make day-to-day decisions, while people had people properly assessed. their needs before coming to live in the home.

Other positive outcomes were infection control, appropriate and safe use of PPE, access to testing for residents and staff, and home visits according to current guidelines.

Likewise, people felt safe and proper auditing systems ensured that improvements were made where necessary. The report stated: “One person said to us, ‘Yes, I feel safe living here. A second person said: ‘I leave my door unlocked at night and the staff walk around quietly to check that I am safe.

Inspectors said steps had been taken to reduce identified risks and provide additional monitoring, but improvements were needed.

Following the first inspection of the newly registered service, the watchdog requested an action plan.

Inspectors have warned they will monitor progress and return – but a further visit could take place sooner if necessary.

A Marsh House spokesperson said: “We were disappointed with the findings of the CQC during the inspection at Marsh House and acted quickly to resolve the issues identified.

“The past 18 months have been the most challenging ever in the care industry and various issues associated with the COVID-19 pandemic have hit detached homes very hard. We can only reassure our residents and families at Marsh House that our recovery is well underway and the comfort and well-being of our residents is, as always, at the heart of everything we do.

“Marsh House has a brand new management team who are very capable and working closely with an agreed action plan. The valuable feedback we are getting from our residents and their families indicates that we are making great progress and I am convinced that Marsh House is now going from strength to strength.”

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