Note30 Oct 2021
Mental Capacity Act 2005 principles were understood and applied, with consent sought before providing care.
Note30 Oct 2021
Quality assurance arrangements including regular audits, accidents and incidents analysis, and satisfaction checks were in place.
Note30 Oct 2021
Strong partnership working with other agencies, including social services and health professionals, to ensure people received appropriate care.
Note30 Oct 2021
Equality and human rights were actively promoted, including support for a person going through gender transition and a staff member undertaking literacy classes.
Note30 Oct 2021
The service had a positive, open, person-centred culture with staff who were proud and motivated to provide quality care.
Note30 Oct 2021
Complaints were taken seriously and resolved promptly with appropriate action taken.
Note30 Oct 2021
Care plans were personalised, up to date and reflected people's physical, mental, emotional and social needs.
Note30 Oct 2021
Staff were supported through regular training, supervision and appraisal every three months, including spot-check observations.
Note30 Oct 2021
Risks were assessed and managed effectively, with risk assessments reviewed at least annually or when circumstances changed.
Note30 Oct 2021
People were treated with kindness and compassion; relatives and people using the service consistently praised staff as caring and respectful.
moderatesafeguarding30 Oct 2021
An isolated potential safeguarding concern reported to a member of the office staff had not been acted upon.
moderatestaffing_levels30 Oct 2021
Over the summer holiday period there had been pressures on staffing due to leave and sickness...Call times had changed, people had stopped receiving rotas and there was less continuity of staff.
minormedication_management30 Oct 2021
A sample of medicines administration records (MAR) returned to the office each month was audited, although these did not record what action had been taken if discrepancies were identified.
Note25 Jan 2021
Staff morale was positive, with an open-door management policy and an employee recognition scheme in place.
Note25 Jan 2021
Quality assurance systems included annual surveys, frequent spot checks, and an action plan to address lower-scoring areas.
Note25 Jan 2021
Complaints were used as learning opportunities; complaints procedure was well documented and accessible to people.
Note25 Jan 2021
Cultural and religious needs were recorded and respected, with people confirming staff understood their preferences.
Note25 Jan 2021
Staff received regular supervision, competency checks, and individualised equipment training before starting care packages.
Note25 Jan 2021
Consistent staffing allocation appreciated by people using the service; smart phone system monitored visit attendance in real time.
Note25 Jan 2021
Personalised care plans with clear guidance for staff, including step-by-step instructions for complex needs such as epilepsy management.
Note25 Jan 2021
Staff demonstrated good knowledge of safeguarding processes and were able to identify types of abuse and reporting routes.
minorincident_learning25 Jan 2021
one member of staff told us that they did not always receive feedback from the management team about concerns that had been raised.
minorgovernance25 Jan 2021
The service did not have a registered manager in post... the manager had applied to become the registered manager and was awaiting an interview date with the Care Quality Commission.
moderatemedication_management25 Jan 2021
We noted that there were some recording errors identified by these audits. This meant that there was a delay of three months before the provider would identify and address medicine errors.