Working at Highmarket House

Not enough carers on duty sometimes, so people have to wait for help and care gets delayed.

some staff stated that there was a lack of staff sometimes meaning that peoples care was compromised. People and their relatives stated that they thought staff numbers were too low on occasions.

Safety risks not always managed well, like no checks for hot food trolleys leaving people unattended near hazards.

People were at risk of scalding from hot food trolleys. We observed people were left unattended in kitchen and dining areas with a hot food trolley... No risk assessment was in place at the time.

Managers did not spot problems like low staffing and safety gaps until inspectors raised them.

The provider’s systems and processes did not always identify the concerns we found during our inspection... Governance systems had not identified or addressed areas for improvement.