Note11 Oct 2022
Robust business continuity planning and timely CQC/safeguarding notifications
Note11 Oct 2022
Customer guide available in accessible formats (easy read, large print, braille)
Note11 Oct 2022
Open and supportive management culture with effective communication via meetings, newsletters and phone
Note11 Oct 2022
Person-centred, responsive care that supported independence and community access
Note11 Oct 2022
Caring, kind staff who respected privacy, dignity and confidentiality
Note11 Oct 2022
Thorough induction linked to the Care Certificate with regular ongoing training, supervision, appraisal and spot checks
Note11 Oct 2022
Staff were recruited safely with DBS checks and two written references
Note11 Oct 2022
People told us they felt safe in the care of the staff and were protected from abuse by trained staff
minorrecord_keeping11 Oct 2022
some records required updating to reflect people's recent change in needs
minorgovernance11 Oct 2022
We looked at a selection of policies and procedures. We found some were not up-to-date and did not reflect best practice.
minorgovernance11 Oct 2022
people said they had never seen the collated results of surveys or questionnaires
moderategovernance11 Oct 2022
We found audits did not always identify issues... when issues were identified they were not always followed up.
moderateconsent_capacity11 Oct 2022
best interest meetings had not always taken place when necessary... We found least restrictive options for care had not been recorded.
moderateconsent_capacity11 Oct 2022
We asked the registered manager for details of Lasting Power of Attorney (LPA)... however there were no court records in people's files.
moderateconsent_capacity11 Oct 2022
mental capacity assessments did not detail what people could and could not do, and for some people there was no clarification on whether they could consent to care
moderatestaffing_levels11 Oct 2022
we saw staff rotas were produced with no, or little, travel time between calls and we saw errors were sometimes made on the rotas requiring staff to be at two calls at the same time
moderatemissed_or_late_visits11 Oct 2022
Staffing levels were sufficient to meet people's needs, however sometimes staff were late to attend calls.
moderatecare_planning11 Oct 2022
we found one person had no risk assessment for choking despite carers telling us they struggled to eat some foods
moderatemedication_management11 Oct 2022
two people's creams had been applied more frequently than recommended and topical products were not always dated when opened