Note27 Jan 2021
Quality assurance systems including unannounced spot checks, annual questionnaires and accident/incident analysis for themes and patterns.
Note27 Jan 2021
Open, transparent culture with effective whistleblowing awareness, staff meetings and on-call out-of-hours support.
Note27 Jan 2021
Supervision, appraisal and training systems in place with a new accredited online training provider recently signed up.
Note27 Jan 2021
Person-centred care planning including matching support workers to cultural, language and dietary needs of individuals.
Note27 Jan 2021
Mental Capacity Act principles understood and applied, with written consent obtained and best interest decisions documented where required.
Note27 Jan 2021
Medicine administration supported safely with observational competency assessments and regular auditing by the quality service manager.
Note27 Jan 2021
Electronic monitoring system introduced to alert management of late or missed calls, with travel time allocated between visits.
Note27 Jan 2021
Safe recruitment checks in place including DBS, references, employment history and proof of ID.
Note27 Jan 2021
Robust safeguarding awareness among support workers, with clear understanding of reporting responsibilities and prompt action taken on concerns.
Note27 Jan 2021
People and relatives consistently praised support workers as kind, caring, trustworthy and gentle, with strong positive relationships developed through regular, consistent staffing.
Note28 Feb 2020
Duty of candour demonstrated openly by management team
Note28 Feb 2020
Communication needs well supported including translation into Urdu and use of voice applications
Note28 Feb 2020
Good multi-agency working with local authority, social workers and healthcare professionals
Note28 Feb 2020
Clear management structure with daily spot checks and regular quality audits with action plans
Note28 Feb 2020
Strong incident learning culture with monitoring improvements implemented after a missed call
Note28 Feb 2020
Care plans were personalised, regularly reviewed and co-signed by people using the service
Note28 Feb 2020
Staff described as caring, respectful and flexible by people and their relatives
Note28 Feb 2020
Medicines administered safely with annual competency assessments and audits in place
Note28 Feb 2020
Comprehensive risk assessments in place including personal evacuation plans and environmental safety checks
Note28 Feb 2020
People felt safe and staff demonstrated clear understanding of safeguarding responsibilities
minorcommunication_with_families28 Feb 2020
Several people told us carers often spoke in their own language when writing notes up.
Note10 Aug 2017
Out-of-hours on-call management service was available to care workers.
Note10 Aug 2017
Senior staff observed care workers' practice to ensure adherence to policies and procedures.
Note10 Aug 2017
Two registered managers in post; staff described them as approachable and supportive.
Note10 Aug 2017
Complaints procedure was in place with outcomes and actions recorded.
Note10 Aug 2017
Care plans were clear, kept up to date and reviewed in response to changing needs.
Note10 Aug 2017
Multicultural workforce able to communicate with people in their first language, with care worker matching based on culture and faith.
Note10 Aug 2017
Mental Capacity Act 2005 principles were applied where required.
Note10 Aug 2017
Staff received induction, ongoing training and opportunities to review their development needs; training matrix showed staff were up to date.
Note10 Aug 2017
People were supported to receive their medicines safely with records kept to evidence this.