Note2 Dec 2021
Most people spoke positively about their care and felt safe with care staff.
Note2 Dec 2021
Provider used recruitment processes including DBS checks, identity verification, and work history checks.
Note2 Dec 2021
Positive staff culture with care workers reporting feeling supported by office staff.
Note2 Dec 2021
Incident and accident documentation system in place with learning fed back to staff via team meetings and emails.
Note2 Dec 2021
Staff knew how to report safeguarding concerns including whistleblowing; adult abuse discussed in team meetings.
Note2 Dec 2021
Robust infection control arrangements including PPE supplies, regular COVID-19 testing, and vaccination promotion.
Note2 Dec 2021
Staff completed medicines administration records and competency checks; relatives reported no concerns regarding medication management.
moderateleadership2 Dec 2021
There was no branch manager in post at the time of our inspection...Some staff commented that there had been frequent changes of office and management staff.
minorcommunication_with_families2 Dec 2021
an adult social care professional told us the provider was recently asked to share information in a more timely and transparent manner
moderatemissed_or_late_visits2 Dec 2021
a local authority found that for over half of commissioned care calls staff were not logging their visits in real time on this system.
moderateconsent_capacity2 Dec 2021
Some people's care plans did not always clearly record who had the legal authority to consent to their care arrangements if the person lack the capacity to make this decision.
moderatecare_planning2 Dec 2021
this support was not always clearly set out in the person's care plan...not always an accurate and complete record of the decisions taken regarding the person's care
criticalgovernance2 Dec 2021
This demonstrated a breach of Regulation 17 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
criticalrecord_keeping2 Dec 2021
The registered person was not always maintaining up to date and accurate records regarding people's care and the management of the service
Note29 Jan 2020
Care workers demonstrated strong knowledge of individual needs, promoting independence and dignity
Note29 Jan 2020
Provider engaged with UKHCA and local authority forums to maintain good practice standards
Note29 Jan 2020
Quality assurance systems including spot checks, care record reviews and annual survey with 95% satisfaction
Note29 Jan 2020
Complaints procedure reviewed and accessible; complaints acknowledged and investigated within policy timeframes
Note29 Jan 2020
Person-centred support plans reviewed regularly with involvement of people and their representatives
Note29 Jan 2020
Care Certificate policy implemented with plans to extend to existing staff
Note29 Jan 2020
Regular supervision, team meetings and annual appraisals supported care worker development
Note29 Jan 2020
Robust recruitment procedures including DBS checks, references and employment history for all new staff
Note29 Jan 2020
Medicines administration records completed correctly and appropriate risk assessments in place
Note29 Jan 2020
People felt safe with care workers and relatives reported confidence in their safety during visits
minorgovernance29 Jan 2020
We saw evidence of phone calls to people using the service...although these were not always in line with the frequency described in the provider's policy.
minorcommunication_with_families29 Jan 2020
During the week it's fine but at weekends it can be difficult to know who is coming. It would be better if they told us in advance who the carer will be
Note21 Jun 2019
Quality assurance through unannounced spot-checks, monthly audits and annual staff surveys
Note21 Jun 2019
Strong partnership working with social workers, district nurses, GPs and hospital staff
Note21 Jun 2019
Effective complaints handling system with appropriate responses to concerns
Note21 Jun 2019
Active promotion of LGBT+ inclusive practices and equality and diversity in care delivery