# Grace 247 Care Wiltshire

*Operated by Grace Live In Carers Ltd.*

Grace 247 Care Wiltshire is a CQC-regulated home-care agency in Salisbury.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Requires improvement |
| Safe | Requires improvement |
| Effective | Requires improvement |
| Caring | Requires improvement |
| Responsive | Requires improvement |
| Well-led | Requires improvement |

Rating published: 04/03/2023

## Practical info

- Postcode: SP2 7LD
- Registered manager: Henderson, Karen
- Local authority: Wiltshire
- Region: South West
- City: Salisbury
- Last CQC check: 04/Mar/2023 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence; Supporting people to express their views
  - Published: 2023-04-12
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2023-04-12

### effective

- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-04-12
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-04-12
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care; Supporting people to live healthier lives
  - Published: 2023-04-12
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-04-12
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-04-12

### Other

- Finding
  - Evidence: The new manager had a clear plan to develop the service including an improved staffing structure with care coordinators and seniors.
  - Published: 2023-04-12
- Finding
  - Evidence: People's visits were scheduled to ensure time-specific medicines were given as prescribed.
  - Published: 2023-04-12
- Finding
  - Evidence: Staff received a range of mandatory training including specialist topics such as stoma management.
  - Published: 2023-04-12
- Finding
  - Evidence: A health and social care professional noted Grace 247 worked professionally and held themselves to high standards.
  - Published: 2023-04-12
- Finding
  - Evidence: People were generally supported by the same staff, which ensured consistency.
  - Published: 2023-04-12
- Finding
  - Evidence: People were supported to have enough to eat and drink, and any ill health was reported to the office.
  - Published: 2023-04-12
- Finding
  - Evidence: Systems were in place to ensure good infection control practice was followed.
  - Published: 2023-04-12
- Finding
  - Evidence: People told us they felt safe with staff supporting them, and staff knew how to identify and report abuse.
  - Published: 2023-04-12
- **leadership** _(moderate)_
  - Evidence: There was a lack of management oversight. The provider was not aware of the complaints which had been made, or that action had not been taken to address them.
  - Published: 2023-04-12
- **incident_learning** _(critical)_
  - Evidence: There had been an error with one person's medicines... Immediate action to ensure the person's well-being had not been taken and there had not been an investigation.
  - Published: 2023-04-12
- **communication_with_families** _(minor)_
  - Evidence: Sometimes there are communication problems. Some staff speak too quickly... Accents and wearing a face mask do not help.
  - Published: 2023-04-12

### responsive

- Finding
  - End of life care and support
  - Published: 2023-04-12
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2023-04-12
- Finding
  - Meeting people's communication needs
  - Published: 2023-04-12
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2023-04-12

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2023-04-12
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-04-12
- Finding
  - Using medicines safely
  - Published: 2023-04-12
- Finding
  - Staffing and recruitment
  - Published: 2023-04-12
- Finding
  - Assessing risk, safety monitoring and management; Learning lessons when things go wrong
  - Published: 2023-04-12

### well_led

- Finding
  - Engaging and involving people using the service, the public and staff; Working in partnership with others
  - Published: 2023-04-12
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-04-12
- Finding
  - Managers and staff being clear about their roles; understanding quality performance, risks and regulatory requirements; Continuous learning and improving care
  - Published: 2023-04-12

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-10121493308

HomeCare Compass is an independent guide and is not affiliated with the CQC.