The inspection took place on 17 and 18 January 2019, and was unannounced. This was the first inspection of this service under this provider.

Glyn Thomas House is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. The Care Quality Commission (CQC) regulates both the premises and the care provided, and both were looked at during this inspection.

Glyn Thomas House provides accommodation for up to 37 people who do not require nursing care. The service is located in Immingham.

There was a registered manager in place at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Relatives signed people’s care records without having the legal authority to do so.

The service was not well-led. We found issues with infection control, health and safety, monitoring people’s care records, the deployment of staff, maintaining accurate records and with the quality monitoring of the service by the management team. Policies and procedures also needed reviewing and implementing.

The service was not always safe or well-led. There was a breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, Regulation 11, need for consent and of Regulation 17, good governance. You can see what action we told the provider to take at the back of the full version of the report.

We found issues with infection prevention and control and monitoring the safety of the environment. Action was taken to address the issues found. However, further monitoring of the environment was required by the management team to ensure people's health and safety continued to be protected. Accidents and incidents were monitored and corrective action was taken to prevent their re-occurrence.

Staffing deployment was reviewed during the inspection. Laundry duties were re-allocated to domestic staff which allowed care staff more time to spend with people.

The environment required improving for people living with dementia. We have made a recommendation about this.

Records of staff supervision required reviewing and more supervisions and all the appraisals were planned to take place.

Some people’s care records were not reviewed in a timely way. People with diabetes required care plans and risk assessments to be put in place. Guidance for staff about one medicine to be taken 'as required' was created during the inspection.

The provider's complaints policy and procedure was not displayed or known by people living at the service. However, we found complaints raised were acted upon.

Information was not always provided to people in a format that met their needs. Pictorial menus were being created to help people living with dementia understand what was available for them.

Staff understood how to protect people from potential abuse. Issues raised were acted upon.

Staff undertook training in a variety of subjects to maintain and develop their skills. People were supported to eat and drink, where necessary. People’s dietary needs were monitored and corrective action was taken if there were concerns.

Information was shared with people and their relatives about what the service could provide. People made their own decisions about their care and support.

Staff were caring and kind and respected people’s privacy and dignity. People’s care needs and risks to their wellbeing were recorded. People lived the life they chose and staff gave people choices.

People living at the service and staff were asked for their views and feedback received was acted upon to maintain or improve the service.

This is the first time the service has been rated Requires Improvement.

Further infor