Working at Phoenix Lodge

No permanent manager in post, so oversight of care quality and safety is weak.

shortly before this inspection the registered manager had moved into a senior external management role for the provider and a new manager was recently appointed at the service, not yet registered. The provider's governance framework was not always effective to consistently ensure the quality and safety of people's care.

Not enough staff on shifts sometimes, leaving everyone stretched and no time for proper breaks.

There were not always enough staff to fully ensure people's safety or for people to receive the level of support commissioned for them. Staff felt there was not always enough staff or sufficient break times, to enable them to consistently support people in a safe, timely manner.

Incidents and possible abuse not always reported quickly to safeguarding, and accident records do not always learn lessons to stop repeats.

The provider had not always told the local safeguarding authority about incidents as soon as they happened at the service. When things had gone wrong, the incident reporting and review process did not always identify how to prevent the same thing happening again.