Note26 May 2022
Management was approachable and supportive of staff; people felt listened to
Note26 May 2022
Sufficient staffing levels with no missed calls reported by people
Note26 May 2022
Infection control practices observed - staff wore gloves and aprons and changed them between tasks
Note26 May 2022
Medicines were administered safely with no reported issues
Note26 May 2022
Staff supported people to maintain independence and respected cultural and religious needs (e.g. halal food, first-language staff)
Note26 May 2022
People and relatives reported staff were friendly, kind, positive and caring
moderateother26 May 2022
the provider had failed to obtain a reference from relevant previous employment in care, as they had not checked the employment history for a member of staff.
moderaterecord_keeping26 May 2022
Care plans did not always contain detailed information individual to the people using the service, to ensure that their needs were met.
minorcomplaints_handling26 May 2022
The procedure also implied that complainants could contact CQC if they were not satisfied, to have their complaint investigated. CQC does not have the legal power to investigate complaints.
minormissed_or_late_visits26 May 2022
People and relatives told us that they received a timely service although records showed that some calls had been early or late.
moderateincident_learning26 May 2022
There was no information in place to indicate that any lessons had been learnt from this situation to prevent it from happening again.
moderatestaff_competency26 May 2022
Training questionnaires, designed to test whether staff had sufficient knowledge of the subject after completing training, had not been assessed by management to test staff competencies.
moderatesupervision_appraisal26 May 2022
One staff member who had been in post nearly six months had not yet had supervision. Records of staff appraisal were limited to the staff member's assessments of their own performance
moderatestaff_training26 May 2022
staff had not received training on people's specific health conditions such as training on strokes, diabetes and sensory impairment.
moderatecare_planning26 May 2022
there was no risk assessment in place for a person recorded as having diabetes. There was also no risk assessment in place for a person who had moving and handling needs.
criticalsafeguarding26 May 2022
a staff record indicated a person using the service could have been abused. This had not been reported to the safeguarding authority or to CQC as legally required.
criticalgovernance26 May 2022
The provider did not have suitable systems and processes in place to assess, monitor and improve the quality of the service... breach of Regulation 17