Note4 Aug 2022
Provider engaged with local authority and stakeholders to develop improved working relationships
Note4 Aug 2022
Staff knew their roles and were committed to achieving best outcomes for people
Note4 Aug 2022
Service was working within the principles of the Mental Capacity Act
Note4 Aug 2022
Incidents were reviewed monthly with themes and trends considered
Note4 Aug 2022
Risk assessments identified people's needs and reflected their preferences
Note4 Aug 2022
Infection prevention and control practices were good, with staff using PPE appropriately
Note4 Aug 2022
Staff completed safeguarding training and were competent to identify and report concerns
Note4 Aug 2022
Staff were safely recruited with criminal record checks and references obtained
moderateleadership4 Aug 2022
Temporary management support arrangements put into place by the provider were not always effective.
minorcommunication_with_families4 Aug 2022
Not everyone received their calls on time or were informed by the office staff if their call was going to be late.
moderatecomplaints_handling4 Aug 2022
complaint outcomes were not always communicated effectively or in a timely manner. People told us they were not happy with how their concerns and complaints were processed.
criticalgovernance4 Aug 2022
The provider lacked oversight to identify and address areas for improvement in a timely way... The compliance audit procedure in place did not identify or address issues until a month after the incide…
criticalsafeguarding4 Aug 2022
the safeguarding log was not kept up to date as per policy. There was a risk of concerns not being reviewed, resulting in the risk of ongoing harm to people.
moderatestaffing_levels4 Aug 2022
Staff felt more staff were needed to ensure all calls were made on time and for staff rotas to be managed well to make sure staff absence such as leave or sickness was adequately covered.
moderatemissed_or_late_visits4 Aug 2022
People did not always receive their care calls at the agreed time due to insufficient staff deployed by the service.
criticalmedication_management4 Aug 2022
People did not always receive their medicines as prescribed. Some people were prescribed medicine in a patch format to treat pain. We found on several occasions this medicine had not been administered…