Park House received an overall Requires Improvement rating due to regulatory breaches in premises maintenance (Regulation 15) and good governance (Regulation 17), with a significantly deteriorated physical environment and unresolved staffing crisis despite no sustainable recruitment plan. Care quality, staffing interactions and multi-agency working were consistently praised, with all other key questions rated Good.
Concerns (5)
critical
Governance
: “The provider had failed to seek and act on feedback about the environment from people using the service, those acting on their behalf, staff and other stakeholders. Breach of Regulation 17.”
moderateInfection control: “Lino in a bathroom had holes in it, making it difficult to clean which posed an infection control risk.”
moderateStaffing levels: “Service action plan: 'Staff working above and beyond to allow us to maintain staffing and keep safe, but not sustainable and we are one incident away from not being able to do so.'”
minorRecord keeping: “Not all regular audits took place, for example weekly room checks, sling (safety) checks and weekly checks of wheelchairs, hoist and door alarms.”
minorCommunication with families: “We did receive feedback from one family who said they had little communication from the service.”
Strengths
· Staff were caring, kind and compassionate; professionals and relatives consistently praised their positive interactions with people.
· Medicines were ordered, stored and disposed of safely; regular audits with action taken for improvements.
· Risk assessments were detailed and up to date, with clear guidance for staff on managing people's care safely.
· Person-centred care plans were individualised, reflecting people's needs, preferences, history and communication styles.
· Strong multi-agency working with GPs, district nurses, psychiatrists and other professionals.
Quality-Statement breakdown (27)
safe: Staffing and recruitmentGood
safe: Assessing risk, safety monitoring and managementGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Adapting service, design, decoration to meet people's needsRequires improvement
effective: Staff support: induction, training, skills and experienceGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Supporting people to develop and maintain relationships to avoid social isolation; support to follow interests and activitiesGood
responsive: Planning personalised care to ensure people have choice and controlGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsRequires improvement
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving careGood
well-led: Working in partnership with othersGood
well-led: How the provider understands and acts on the duty of candourGood