Working at The Chiswick Nursing Centre

We identified a breach of regulation 12 relating to safe care and treatment. Medicines were not always managed safely which meant people did not always receive their medicines as prescribed. One person using the service had their medicine administered in a way that was contrary to that recorded in their Medication Administration Record (MAR) sheet.”

Staff said whilst the management team listened to concerns about safety they were not always acted upon. One staff member told us, “The management don’t listen to us.”

We identified a breach of regulation 18 relating to staffing. We found staff were rushed when providing care above healthcare requirements due to the high level of people’s healthcare needs. A relative said, “The staff are amazing and good workers, but very stretched as there aren’t enough of them.”

Staff and relatives said some of the management team at the home and within the organisation were not very accessible or responsive and some people were unaware of who the registered manager was. A staff member commented, “The management don’t listen, and there is little support.”

Thirteen people’s care plans and daily notes had no confirmation their hobbies and interests were considered, actioned and took place. One person said, “I’m reliant on my TV.”