Working at Dunraven House and Lodge

We found 1 person had not had a referral to the safeguarding team as the registered manager had not recognised the significance of regular incidents of distress that had been seen by staff. The registered manager had not followed the local authority guidance which states repeated low level incidents should be reported to their safeguarding team

All staff were employed on zero-hour contracts. Some staff told us because they were on this type of contract, they were concerned that if they spoke out about things they had witnessed such as poor practice, they would not be given hours the following week. This meant staff had not always been confident to speak out when they saw poor practice

Staff told us that at times there were not enough staff working in the service to be able to safely support people. People were not always being recruited in a safe way. Some people had gaps in their employment history. The provider could not demonstrate they had sought clarity in relation to the employment gaps nor had they mitigated any risks in relation to the gaps in employment

Staff told us they had not received any training in diabetes and epilepsy despite there being people with these conditions living at the service. Staff told us most training was by video and at the end of the training they were being told the answers to the quiz by the manager training them to ensure the provider could demonstrate passed the modules they were watching

Some staff felt the registered manager and other managers were not approachable and did not always listen to them about issues or concerns. Other staff told us they felt the registered manager was not approachable

We observed the service was very routinised and people were expected to fit in with the service rather than the service putting people’s choices at the centre of their provision