Note21 Dec 2023
Improvements made to gathering feedback from people and relatives, including satisfaction surveys and regular phone calls.
Note21 Dec 2023
Provider worked in partnership with healthcare professionals who reported responsive communication.
Note21 Dec 2023
Infection prevention and control processes improved; staff trained and PPE available.
Note21 Dec 2023
Sufficient staffing levels achieved; electronic call monitoring system introduced to track visit attendance and respond to missed or late visits.
Note21 Dec 2023
Provider implemented an electronic medicines administration system enabling real-time monitoring and improved medicines safety.
moderateperson_centred_care21 Dec 2023
The provider did not always empower people to have choice and control over the timing of their care visits.
moderateleadership21 Dec 2023
You don't always get feedback when you report something. There's terrible communication and you're too scared to say anything. You're made to feel uncomfortable.
moderatesupervision_appraisal21 Dec 2023
Supervision and appraisal records were poorly completed and it was not always clear when staff supervisions had taken place.
minorcomplaints_handling21 Dec 2023
It was not always clear what actions they had taken or how the complaint had been resolved.
moderateend_of_life_care21 Dec 2023
We found 1 person's care plan had not been updated to reflect they were now receiving end of life care.
moderateincident_learning21 Dec 2023
There was no analysis to identify and understand any trends or themes to drive improvement. This was also identified as an issue at the last inspection.
moderaterecord_keeping21 Dec 2023
Supervision and appraisal records were poorly completed and it was not always clear when staff supervisions had taken place.
criticalsafeguarding21 Dec 2023
We found not all concerns had been raised with CQC where appropriate.
criticalgovernance21 Dec 2023
The provider has been rated as requires improvement or inadequate in the well led domain for 4 of the last 5 inspections with repeated breaches of regulation 17.
moderatecare_planning21 Dec 2023
People's care plans were not always personalised or detailed. This meant there was a risk people may not receive care in their preferred way.