Note26 Apr 2023
The service worked closely with stakeholders including social workers and the local authority.
Note26 Apr 2023
The provider employed drivers to transport staff, greatly improving punctuality of care visits.
Note26 Apr 2023
The registered manager was described as approachable and available; 15 people and relatives said they would recommend the service.
Note26 Apr 2023
An effective complaints system was in place with improvements made in response to concerns raised.
Note26 Apr 2023
Care plans were person-centred, regularly reviewed and updated when people's needs changed.
Note26 Apr 2023
People were supported by caring, friendly and respectful staff who promoted independence, privacy and dignity.
Note26 Apr 2023
Staff received regular supervision, support and mandatory training to meet people's individual needs effectively.
Note26 Apr 2023
Medicines were managed safely with regular MAR audits and no unexplained gaps identified.
Note26 Apr 2023
Safe staff recruitment processes had been improved since the previous inspection in August 2017.
Note26 Apr 2023
Effective risk assessments and safeguarding systems were in place to keep people safe from abuse or harm.
minorgovernance26 Apr 2023
Two people commented about the out of hours phone not always being answered. This is an area the provider needs to improve on.
minorcommunication_with_families26 Apr 2023
Some people also commented about some of the staff not being able to communicate clearly in English...this did not promote more open and free conversations.
moderateend_of_life_care26 Apr 2023
Only people requiring end of life care had these care plans...they needed to have this information for everyone they supported.
moderatemissed_or_late_visits26 Apr 2023
Three people told us they had to cancel lunchtime visits because staff were not always able to arrive at their preferred times.
Note30 Oct 2021
The provider had a service improvement plan incorporating feedback from people, complaints, compliments and surveys.
Note30 Oct 2021
Learning from incidents and complaints was shared via team meetings, supervision and staff communication channels.
Note30 Oct 2021
The service worked proactively with other health and social care providers to ensure good outcomes for people.
Note30 Oct 2021
The provider maintained an open and honest culture and was receptive to inspection feedback.
Note30 Oct 2021
Appropriate pre-employment checks including criminal record checks and references were obtained for all staff.
Note30 Oct 2021
Staff had access to sufficient PPE and received COVID-19 infection control training including weekly testing.
moderaterecord_keeping30 Oct 2021
Another risk assessment was inaccurately completed resulting in an incorrect level of risk being identified.