Note29 Jan 2020
Staff morale was high; staff felt well supported professionally and personally by managers.
Note29 Jan 2020
Complaints raised verbally were taken seriously and resolved to people's satisfaction.
Note29 Jan 2020
Care plans accurately reflected the care delivered and were reviewed regularly.
Note29 Jan 2020
Mental Capacity Act assessments were completed and best-interest decisions documented appropriately.
Note29 Jan 2020
People consistently praised the caring attitude of staff, who respected privacy, dignity, and independence.
Note29 Jan 2020
Staff were well trained, supervised, and received regular one-to-one meetings and appraisals.
Note29 Jan 2020
Medicines administration was well managed with MAR checks and patch rotation recording in place.
Note29 Jan 2020
Staff could recognise signs of abuse and were confident in reporting and whistleblowing procedures.
minorcare_planning29 Jan 2020
Not everyone was aware of their care plan and felt involved in its development.
moderatecommunication_with_families29 Jan 2020
"No one ever comes (from the office). I've never seen anyone", "It's important to talk to someone sometimes… say what you think of things".
minorrecord_keeping29 Jan 2020
They were not keeping a record of any complaints received verbally or informally.
moderateincident_learning29 Jan 2020
There was no central record of accidents and no overall analysis of these events was completed.
moderatestaff_competency29 Jan 2020
Where information of concern was received that required further investigation or risk assessment, this had not always been completed and recorded.
moderatemissed_or_late_visits29 Jan 2020
"You don't know who's coming or if they're coming. It makes me feel terrible." "If they're going to be late, they don't bother to tell you"
criticalgovernance29 Jan 2020
This was a breach of Regulation 18 of the Care Quality Commission (Registration) Regulations 2009 Notification of other incidents.
criticalsafeguarding29 Jan 2020
They did not report concerns about people to the local safeguarding authority as required.
Note29 Jan 2020
Complaints and concerns were addressed promptly and a new system introduced to manage late calls.
Note29 Jan 2020
Improvement made since last inspection: statutory notifications now submitted and risk assessments updated.
Note29 Jan 2020
People and relatives were positive about the service and said they would recommend it.
Note29 Jan 2020
Staff sought consent before providing care and supported people to make their own decisions.
Note29 Jan 2020
Care plans were reviewed regularly and updated when people's needs changed.
Note29 Jan 2020
People's dignity, privacy and independence were respected by staff.
Note29 Jan 2020
People were supported by regular, familiar staff enabling positive relationships and continuity of care.
Note29 Jan 2020
Staff received training including medication support, MCA, and manual handling.
Note29 Jan 2020
Staff completed appropriate pre-employment checks including DBS and references.
Note29 Jan 2020
People felt safe with staff and risks were assessed with plans in place to minimise harm.
minormissed_or_late_visits29 Jan 2020
They are supposed to be here 7.15am, but this occasion it was nearly 9am and no one rang to let me know.
minorsupervision_appraisal29 Jan 2020
the registered manager told us these [six monthly observations of practice] had not been completed as often as they would have liked.
moderategovernance29 Jan 2020
no action plan had been put into place to show how the registered manager would address this identified action.
moderaterecord_keeping29 Jan 2020
one person's moving and handling risk assessment had not been dated or signed. We also found one person's medicines assessment was out of date.