Note6 Dec 2023
Staff encouraged people's independence and responded to wishes; family members reported carers were kind, patient and person-centred.
Note6 Dec 2023
Management team aware of Duty of Candour responsibilities and acted promptly on issues raised by families.
Note6 Dec 2023
Provider worked in partnership with Local Authorities, GPs and community professionals.
Note6 Dec 2023
Initial assessments carried out before service commencement, covering personal care, skin care and communication needs.
Note6 Dec 2023
Service specialised in South Asian ethnicity support, recruiting Tamil-speaking staff to communicate in people's native language.
Note6 Dec 2023
Staff supported people with eating, drinking and healthcare needs sensitively and in line with individual preferences.
Note6 Dec 2023
Family members reported staff attended visits on time and stayed for the correct duration.
Note6 Dec 2023
Infection prevention and control policy was up to date and staff had necessary PPE supply following national guidance.
Note6 Dec 2023
Safe staff recruitment procedures in place including DBS checks and references before staff started working with people.
moderaterecord_keeping6 Dec 2023
The registered manager told us that some checks were completed by the management team... but that there wasn't a record made which meant it was difficult to track any actions identified.
minorcommunication_with_families6 Dec 2023
Communication should be a lot better; it really is not clear who I should go to if there are changes in [my relative's] condition.
moderateleadership6 Dec 2023
We could not determine what specific areas of the service the managers were accountable for, including who was responsible for carrying out supervisions and appraisals.
criticalgovernance6 Dec 2023
The provider did not have an effective governance systems in place to monitor the care delivery. This resulted the provider failing to pick up and/or act on a number of issues.
criticalconsent_capacity6 Dec 2023
People were assessed based on the principles of the mental capacity assessment when they first started using the service. These assessments were not time or decision specific.
moderatesupervision_appraisal6 Dec 2023
Records showed that some staff did not have a supervision for more than 6 months. Spot checks lacked details as to what specifically was looked at during the observation.
criticalstaff_training6 Dec 2023
[The training] is very basic. The essential training for staff does not cover mental side of it, it is left out. I don't know if all carers know how to deal with it.
criticalmedication_management6 Dec 2023
2 people were prescribed paracetamol 'as required' medicine but guidance for staff was not available for when to administer this medicine.