Note26 Jan 2021
Cultural and religious needs considered through diverse staff matching
Note26 Jan 2021
Complaints handled in a timely manner with full investigation and service improvement
Note26 Jan 2021
Manager accessible and approachable; open communication between management and staff
Note26 Jan 2021
Staff demonstrated good understanding of Mental Capacity Act 2005 and consent
Note26 Jan 2021
People involved in developing and reviewing their own care plans
Note26 Jan 2021
Consistent staff allocation fostering positive relationships and personalised care
Note26 Jan 2021
Medication administered only by trained and competency-assessed staff with accurate MAR recording
Note26 Jan 2021
Staff received regular training, supervision, appraisals, and spot checks
Note26 Jan 2021
Appropriate staffing levels regularly monitored and matched to people's assessed needs
Note26 Jan 2021
Robust recruitment processes including DBS checks, references, and employment history reviews
minorgovernance26 Jan 2021
The registered manager said that the quality monitoring was good 'but needs tidying up'.
minormissed_or_late_visits26 Jan 2021
another person said '[staff] not always on time, but I don't mind.' Another person also commented that when calls were cancelled they were not always informed.
Note29 Jan 2020
New electronic system enabled real-time care plan updates, improved governance and staff accountability.
Note29 Jan 2020
Quality audits were scheduled and acted upon; a local authority validation visit rated the service 'excellent' at 97%.
Note29 Jan 2020
All 10 complaints received in 2016 were resolved to complainants' satisfaction.
Note29 Jan 2020
Care plans were personalised, included cultural and background information, and were accessible to staff via a mobile app.
Note29 Jan 2020
People and relatives were highly positive about staff attitude, consistency of care, dignity and respect.
Note29 Jan 2020
Staff received regular supervision, spot checks and appraisals supported by a tracking matrix.
Note29 Jan 2020
Staff received structured induction including up to 12 weeks of shadowing, mandatory training and competency assessments.
Note29 Jan 2020
Medicines administered safely by trained and competency-assessed staff with pre-printed MAR sheets to reduce errors.
Note29 Jan 2020
Robust recruitment procedures in place including DBS checks and two employer references.
Note29 Jan 2020
People felt safe and staff demonstrated good understanding of safeguarding processes, with clear incident reporting and lessons-learnt processes.
minorgovernance29 Jan 2020
Some information was not always easy to collate; such as missed or late calls.
minorconsent_capacity29 Jan 2020
some of the electronic records updated recently had not been signed by people who used the service... mental capacity assessment form had not been completed in any of the six records we looked at.
minorcare_planning29 Jan 2020
sometimes there needed to be more detailed information about the actions staff needed to take to reduce the risks... the more detailed one that included control measures was not always completed fully…
minorrecord_keeping29 Jan 2020
some records were not always being maintained correctly; for example people logging in and out of visits to account for the time they had spent providing care.