Note30 Oct 2021
Complaints were investigated thoroughly with remedial actions taken and shared with complainants
Note30 Oct 2021
Staff went 'extra mile' promoting independence and community engagement for people they supported
Note30 Oct 2021
Effective quality assurance system including audits, satisfaction surveys, and electronic care call monitoring
Note30 Oct 2021
Registered manager operated an open-door policy and was responsive to staff suggestions and service improvements
Note30 Oct 2021
Care plans were person-centred, regularly reviewed, and reflected people's cultural and diverse needs
Note30 Oct 2021
Staff received thorough induction, ongoing training including Care Certificate, and regular supervision with observational spot checks
Note30 Oct 2021
Consistent team of regular staff promoted continuity of care and matched cultural and language preferences
Note30 Oct 2021
People felt safe with care staff and were happy with the service provided
minorrecord_keeping30 Oct 2021
We found that calls made to people or received were not always recorded. This meant in the event of an incident or accident there was no record of what communication or action was taken.
Note19 Mar 2019
Complaints were handled promptly and effectively, with accessible procedures in place.
Note19 Mar 2019
Staff were supported with language and cultural needs, including one-to-one support for those whose first language was not English.
Note19 Mar 2019
Effective governance systems including care record, training and medicine administration audits drove continuous improvement.
Note19 Mar 2019
The registered manager was approachable, person-centred and maintained strong relationships with commissioners and health professionals.
Note19 Mar 2019
Staff received thorough induction, ongoing training, regular supervision, spot-check observations and appraisals.
Note19 Mar 2019
Medicines were managed safely with weekly audits and competency checks for staff.
Note19 Mar 2019
Robust recruitment practices and sufficient staffing levels ensured continuity of care with no missed visits.
Note19 Mar 2019
Detailed, personalised care plans reflected people's preferences, cultural background, language and communication needs.
Note19 Mar 2019
Staff demonstrated compassion, kindness and respect, treating people with dignity and promoting independence.
Note19 Mar 2019
People received safe, personalised care from consistent, regular staff with whom they had built positive relationships.