Note30 Oct 2021
Staff were motivated and enthusiastic: 'I love my job. I will go the extra mile for them'
Note30 Oct 2021
Electronic staff monitoring system allowed coordinators to monitor call start/finish times and missed calls
Note30 Oct 2021
Complaints were recorded, investigated and outcomes shared; over 90% of service users knew how to complain
Note30 Oct 2021
Staff completed induction aligned to the Care Certificate and received training in safeguarding, MCA, moving and handling
Note30 Oct 2021
Incidents and accidents were subject to a formal review process with sufficiently detailed reports
Note30 Oct 2021
Staff were trained in administration of medicines and competency assessed through regular spot-checks
Note30 Oct 2021
100% of questionnaire respondents said they were treated with respect and dignity
Note30 Oct 2021
People spoke positively about care staff: 'Very friendly', 'Polite, lovely girls', 'We are more like friends'
moderatestaffing_levels30 Oct 2021
The staff records relating to people who had transferred from the previous provider were lacking in critical detail. For example, some records did not contain evidence that references had been receive…
moderategovernance30 Oct 2021
no notifications of deaths had been submitted recently...they were unsure about notifying the CQC about deaths because of the nature of the service.
moderategovernance30 Oct 2021
Audit processes had failed to identify issues and concerns relating to the quality and completeness of care plans and risk assessments.
moderatesupervision_appraisal30 Oct 2021
One member of staff told us, 'We get supervision every three to six months.' While another member of staff said, 'We have supervision once a year.'
moderaterecord_keeping30 Oct 2021
Merseycare Julie Ann had not consistently reviewed its own care records to ensure that the information had been transferred, or that personal information had been included.
criticalcare_planning30 Oct 2021
risk management plans were lacking in detail...one person was identified as low risk of falls, but in the same care record it stated that the person can 'become dizzy often and falls'