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People’s legal rights were protected because staff followed the Mental Capacity Act . People told us that the staff who supported them were not always kind or caring. We heard examples of staff being rushed, failing to interact with people or not being kind. We observed instances where staff did not consider how best to protect people’s dignity and where people had made specific requests, they had not been responded to. There was a lack of interaction and staff did not always respond to changes in people’s wellbeing and circumstances.
This report only covers our findings in relation to whether the service is Safe and Well Led. You can read the report from our last comprehensive inspection, by selecting the 'all reports' link for Linwood on our website at . The service remains in Special Measures and we will be re-inspecting to make sure that improvements have been made and are sustained. The service provides residential care to older people with physical disabilities and long term medical conditions. Anchor's Linwood care home in Thames Ditton is a trusted provider of care for elderly people, and we offer support for older people who have residential and dementia care needs.
Services
Our friendly team will discuss every area of moving-in with you in detail to make sure you and your loved-one know exactly what to expect and feel confident, safe and welcomed when coming to live with us. We hope you decide that following your visit that you or your loved one would like to move into the home, in which case we’ll organise an assessment to make sure we can meet all your care needs. Residents preferred activities, interests and ability are discussed when they move in and an agreed plan ensures that these requests are fulfilled . Our residents’ suggestions for activities also help shape the planning process. Our Chefs understand the nutritional needs of older people and ensure that our meals are prepared using fresh, seasonal ingredients. We know how important mealtimes are to our residents, so we always try to make this a sociable and enjoyable experience, whilst recognising individual choice.
Feel at home in our care With a reputation built on more than 40 years of experience and the values of the not-for-profit sector, Anchor is a trusted provider of services for older people. We have almost 100 care homes across England, offering a wide range of services for older people. Many of our care homes offer respite care and short-term stays for older people requiring temporary care and support, depending on requirements and vacancies. The Care Quality Commission is England's health and social care services regulator. Linwood is rated requires improvement, based on the level of care and safety at the home.
What people are saying about Linwood
There is often a substantial difference between fees charged to those who can afford the costs themselves and those who receive help from their Local Authority. A majority of homes aim to cater for both, but some target only one or the other. A care home is a residential setting where a number of older people live, usually in single rooms or hotel-style suites, because they need regular or continuous access to care. Housing-with-care developments run by housing associations and local authorities tend to be called ‘extra care’ or ‘independent living’ schemes, and explicitly seek to accommodate people who need daily help.
Staff told us that “Things are much better” and said that the interim manager provided very clear leadership and direction. Staff said that the new staffing structure enabled them to provide better care to people because they had more time to spend with them. We saw that staff were better engaged with people at this inspection and encouraging them to participate in activities that were meaningful to them.
Staffing
People’s care plans sometimes lacked information about how they liked to receive their care, their preferences and needs relating to medical conditions. The records relating to people’s healthcare appointments were inconsistent and lacked accuracy. Specialist care designed to meet the challenges faced by people living with dementia. A popular feature on our site is the Entertainers’ Directory, which offers an advertising opportunity to entertainers who enjoy performing to older people in retirement housing, day centre and care home settings. EAC sees itself, and this website, as one source of ‘housing options’ information and advice for older people and their families.
People’s preferences, likes and dislikes had been taken into consideration and support was provided in accordance with people’s wishes. Staff told us they always made sure they respected people’s privacy and dignity before personal care tasks were performed. The registered manager had submitted Deprivation of Liberty Safeguards applications to comply with their responsibilities. We have made a recommendation that arrangements and best practices are followed in accordance with current legislation. Linwood is a care home that provides personal care for up to 67 older people, some of whom are living with dementia. Since our last inspection we have continued to engage with the provider.
Life at Linwood
Our home is a unique, purpose-built residence set in a quiet location and in its own grounds. Linwood has single en-suite rooms, some with lovely views of the gardens, and our home is fully furnished and decorated to a high standard with a call system which ensures that help is at hand 24 hours a day. Both include 24-hour personal support, such as help with dressing, bathing, eating and help participating in activities and companionship. Nursing care provides more specialist medical support from qualified nurses to people with more complex medical needs.
We asked the provider to submit regular action plans that updated us about the steps they had taken to improve the service. This inspection confirmed that the provider had taken the action they told us they had. Significant improvements to the way the home was being managed meant that the provider had complied with the requirements we had previously issued and we have now taken Linwood out of Special Measures.
People's preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in accordance with people's wishes. Where any accidents or incidents occurred, staff took action to prevent the same incident happening again. Staff understood their roles in safeguarding people from abuse and took appropriate action when required.
People’s care plans were person centred and reflected their needs and interests. People’s records were up to date, except in two instances where recent information had not been added to people’s care plans. We recommended that the provider reviews their systems for updating records. We identified inconsistencies and shortfalls in charts to monitor risks and where plans were made to reduce risks, we identified instances where the measures were not being followed.
There were 61 people accommodated at the home, one of whom was in hospital at the time of our visit. If you are looking for care, if you think a family member needs support, or if you want to know what services are available for carers, find the information you need in the pages below. Whether you’re looking to stay with us permanently, or for a short break, we’d be delighted to take you on a show round of the home in person, subject to meeting COVID-19 safety guidelines. Simply book a tour with the home manager once you’ve made your enquiry. I’m here to help new residents and their families feel confident in their choices and ensure they feel supported and in control every step of the way.
Any changes to people’s medicines were prescribed by the person’s GP. People told us, “We are looked after very safely here.” Staff had a good understanding about the signs of abuse, however apart from reporting the incident to their manager; they did not know what to do. There were systems and processes in place to protect people from abuse.
Tell us about your care
The Scottish Care Inspectorate is the official regulator for care services in Scotland. Anchor has almost 60 years of experience of providing care and housing to older people throughout England. As each of our homes are different, the home manager will provide all the information you need around visiting.
If this service has not had a CQC inspection since it registered with us, our judgement may be based on our assessment of declarations and evidence supplied by the service. Our HousingCare PLUS and PREMIUM subscription services offer additional branding, links to your own site, ‘vacancy / availability ads’ and much more. If affording work to your home is an issue, Age UK’s factsheet Home improvements and repairs is a good read, as is OneFamily’s webpage How to fund home improvements. Generally the whole complex will be designed with attention to accessibility for residents with restricted mobility. If you simply want to move to a more suitable non-retirement home, and need help or advice with this, our EAC Advice service is here to help you. A move may provide a whole new lease of life, but a wrong choice can be difficult to undo.
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