Moss View

Updated 27 February 2025

Date of Assessment: 13 March 2025 and 20 March 2025. The service is a nursing home providing support to older people living with dementia and nursing needs.

The provider was previously in breach of the legal regulation in relation to governance and records. Improvements were found at this assessment and there was no longer a breach of this regulation.

Records were now organised and completed in full. Risk assessments were in place. We raised some concerns about the layout of the dementia unit. The provider was able to evidence this was being addressed and there was a start date for work to commence. Other areas were clean and well-maintained and any risks mitigated.

The registered manager learnt from previous poor practices and had spent time implementing improvements in the service.

There were enough staff with the right skills to meet people’s needs and keep them safe. Managers made sure staff received training and regular appraisals to maintain high-quality care. Staff managed medicines safely and involved people in planning any changes.

People had enough to eat and drink to stay healthy. Staff made sure people understood their care to enable them to give informed consent.

People were treated with kindness and compassion. Staff protected their privacy and dignity. Staff responded to people in a timely way. The service supported staff wellbeing.

There were good examples of how the provider had worked to ensure some people’s diverse needs were catered for. However, there were some further areas of development which were ongoing to ensure people received treatment which was right for them. However, there was some missing information in people’s care plans in order to make them more personalised. This was corrected at the time of our inspection.

Governance systems were in place and had identified areas for improvement. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. Staff understood their roles.

Updated 27 February 2025

People and their relatives were positive about the quality of their care. Comments included, “Yes, I feel [family member] is safe here.” Another person said, “Yes, I feel safe.”

People told us the staff were kind. Comments included, “I think the day staff are kind” A relative said, “The staff that I see when I visit are kind with [family member] and show dignity and respect.” Another relative said, “The staff are kind and try their best.” We spoke to 2 visiting healthcare professionals who both told us they felt staff were kind and caring. One professional said, “Oh yes, the staff are very good. I never see anything that would make me think people are not being well taken care of.”

There were some mixed comments regarding people’s personal and diverse needs. For example, 1 relative said, “[Family member] needs more [food in line with culture] and when they have soup [person] tells me it’s never enough and [person] would like more.” A person who lived at the home said, “I have all my marbles, but sometimes they treat me as if I haven’t.” They also gave us an example of when this had happened. We saw this had been dealt with by the registered manager. One relative also mentioned they felt the dementia unit needed decoration and this had been promised for a while. We discussed this with the area manager during our inspection, who evidenced this was being addressed.

People and their relatives told us they knew who the manager was. Comments included, “There's been a few managers, and they all have different ways of doing things, the newest one is okay and does listen to me.” Another relative told us, “The staff communicate with us and the manager is approachable.” Also, “I’ve had no cause to complain thus far. I know who to speak to if I did."