Working at 42 Twyford Gardens

Risks to people were not always assessed, monitored and managed safely. Systems in place did not always protect people from abuse and improper treatment. People's medicine support was not being managed safely.

Staff and people told us the culture of the service was negative and was not helping people to achieve good outcomes. One staff said, 'Some of the members of staff are quite negative about working here and is quite a toxic environment. Lot of backstabbing, putting people down.'

The service currently had several unfilled support and management staff vacancies for which recruitment was on-going. The provider was employing regular long-term agency staff to cover staff vacancies. People and staff told us they did not think there were always enough staff deployed.

Staff had not always received effective training or supervision. Agency and permanent staff told us they had started work without receiving or accessing any of these programmes. Failure to ensure staff had received appropriate support, training and personal development... is a breach of Regulation 18.

At the time of our inspection there was not a registered manager in post. The service had been without a CQC registered manager since April 2022.

During our visit we saw that one person sat on the sofa for the entire day and was not offered any activity other than watching television or eating and drinking. One staff member said, 'we need more person-centred activities, no one (staff) wants to make the effort to change, people do the same stuff week after week.'