Note19 Oct 2023
The registered manager worked well with external agencies and reported notifiable incidents appropriately.
Note19 Oct 2023
People and relatives were highly positive about staff, describing them as kind, caring and trustworthy.
Note19 Oct 2023
The provider had overarching governance systems in place with recent internal quality and external commissioner compliance reports being positive.
Note19 Oct 2023
Staff received regular supervisions, attended team meetings and benefited from staff initiatives such as care awards and newsletters.
Note19 Oct 2023
Care plans were person centred and accessible to staff via an online handheld system.
Note19 Oct 2023
Staff were recruited safely with pre-employment checks including references and criminal records checks.
Note19 Oct 2023
Medicines were safely managed with regular audits, staff training and competency checks prior to administration.
Note19 Oct 2023
Risks to people were assessed and mitigated; staff completed daily records evidencing safe support and no missed calls were recorded.
moderateperson_centred_care19 Oct 2023
Some people told us they did not have a choice of staff, to suit their preferences... They keep sending male staff, [relative] won't have personal care when it is a male.
moderatemissed_or_late_visits19 Oct 2023
We don't have travel time between calls, so we are rushing about. I have raised this with the office, but nothing changes.
moderatecomplaints_handling19 Oct 2023
Some people told us staff were rushed and they had raised this with the management team. People told us this was not appropriately addressed.
moderaterecord_keeping19 Oct 2023
Systems in place to audit care records were not effective. Audits did not review all records and covered a selection people using the service.
moderatecare_planning19 Oct 2023
some care records did not accurately reflect people's current needs. For example, one person's record did not contain up to date information about how staff assisted them to mobilise.