Last updated: 10 February 2026
"Staff are well trained and feel valued in a positive culture, but safety shortfalls in records and ineffective governance hold it back."
Records did not demonstrate the principles of the Mental Capacity Act 2005 had always been followed... Some creams had no labels, no open date... shortfalls in the management of covert medication.
People and staff described an open and positive culture. Staff told us they felt valued and enjoyed working at Chatterwood... Staff told us they felt very well supported by the registered manager.
There was enough skilled and competent staff to meet people’s needs... Records did not always demonstrate staff were safely recruited. For example, checks about previous employment were not always sufficient.
People and their relatives told us staff were well trained... Staff told us they received enough training to fulfil the requirements of their role. The provider supported staff to develop and were working with a university to enable nurse training.
A new registered manager had been in post for approximately 5 months... People and staff were positive about their capability and approach. However, governance systems and audits were not effective in identifying or addressing areas for improvement.
The service had enough staff to support people to take part in activities and enable visits out of the home... The service had links with the community... such as dementia choir and others to a British Legion community group.
Safety records for risks, meds, and mental capacity have gaps, so staff don't always have clear guidance to keep things safe.
Records relating to risk management needed improvement... Some creams had no labels, no open date and no guidance... records did not demonstrate the principles of the Mental Capacity Act 2005 had always been followed.
Management checks and audits miss issues, so leadership can't spot and fix problems as well as it should.
Governance systems and audits were not effective in identifying or addressing areas for improvement.
Hiring checks weren't thorough enough on past jobs and employment gaps, so can't be fully sure all staff are suitable.
Records did not always demonstrate staff were safely recruited. For example, checks about previous employment were not always sufficient, the reason staff left previous jobs was not always recorded and gaps in employment history were not always explored.
AI Generated
Last inspected: June 2025
Management Quality
Well-led: Requires improvement
Direct feedback from current and former employees

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