Note30 Oct 2021
24-hour on-call support provided strong backing for support workers at all times.
Note30 Oct 2021
Innovative staff initiatives, such as cookery sessions, recognised with a 'Staff of the year' award.
Note30 Oct 2021
Relatives felt complaints and concerns were dealt with promptly; only two written complaints received in 2017.
Note30 Oct 2021
Mental Capacity Act principles were well understood and applied, with best interest decisions made collaboratively.
Note30 Oct 2021
Robust quality assurance system including unannounced visits, monthly audits, 'fresh eyes' visits, and cross-organisational learning.
Note30 Oct 2021
People were supported to live independently with community access, budgeting support, and person-led activity planning.
Note30 Oct 2021
Care plans were person-centred, regularly reviewed, and included communication profiles, dietary needs, cultural and religious preferences.
Note30 Oct 2021
Support workers were recruited safely with all required pre-employment checks completed before independent working.
Note30 Oct 2021
Medicines were managed and administered safely with weekly checks by team leaders and retraining for errors.
Note30 Oct 2021
People were protected from risks of abuse; support workers received safeguarding training and understood reporting responsibilities.
minorrecord_keeping30 Oct 2021
There was a plan for support workers to attend training in writing effective records.
minorperson_centred_care30 Oct 2021
A relative said, 'There were too many changes of staff, always different names, always changing. [Name] doesn't like change. They like to know who is coming.'
minorstaffing_levels30 Oct 2021
Staff told us they had given feedback in a staff survey, to say they needed better co-ordination between the office and support workers and had asked for management to be more visible.
Note25 Jan 2021
Quality assurance systems including audits, satisfaction surveys, unannounced spot checks, and 'fresh eyes' checklists
Note25 Jan 2021
Thorough recruitment process including DBS checks, telephone interviews, and involvement of people using the service in interviews
Note25 Jan 2021
Accessible and approachable management team with on-call rota, monthly team meetings, and responsive complaints handling
Note25 Jan 2021
Effective staff training programme including Care Certificate induction, mandatory training with competency checks, and specialist training tailored to individual needs
Note25 Jan 2021
Strong person-centred care approach including 'One page profiles', relationship maps, pictorial aids, and involvement of people and families in care planning and reviews
Note25 Jan 2021
Robust safeguarding awareness with staff trained to recognise and report abuse and referrals made appropriately to the local authority
Note25 Jan 2021
Consistent staffing with people receiving care from familiar support workers who knew their individual needs and preferences
moderatemedication_management25 Jan 2021
There had been some medicine errors at the service previously and the registered manager told us these had been identified in their audits and they had 'reset standards'
minorrecord_keeping25 Jan 2021
audit of a care plan in October 2015 which highlighted that some dates were missing on care records and support workers had not always recorded choices offered to people