Note9 Dec 2022
Some care visits were longer than scheduled where staff stayed additional time to support people.
Note9 Dec 2022
Staff felt there were enough staff to care for people safely.
Note9 Dec 2022
Care plans were described as personalised.
Note9 Dec 2022
The service had effective systems for managing infection risks including those presented during the COVID-19 pandemic, with most people reporting staff used PPE effectively.
Note9 Dec 2022
The service was working within the principles of the Mental Capacity Act 2005; staff demonstrated a good understanding of the MCA and promoted people's independence and decision-making.
moderaterecord_keeping9 Dec 2022
Records we reviewed were incomplete or lacked detail and there was little evidence the provider used this information to monitor or improve the service.
moderatecommunication_with_families9 Dec 2022
Relatives told us communication with the management team was poor and this needed improvement.
moderatecomplaints_handling9 Dec 2022
Complaints which the provider had recorded did not reflect all of the complaints people and their relatives told us they had raised.
moderateleadership9 Dec 2022
The registered manager was not in the service on a full-time basis... they did not have oversight of the quality and safety of the service.
criticalgovernance9 Dec 2022
The provider had not operated an effective system to enable them to assess, monitor and improve the quality and safety of the service provided.
moderateincident_learning9 Dec 2022
Incidents had not been consistently recorded or responded to. This meant people using the service were placed at risk from potential further incidents.
criticalcare_planning9 Dec 2022
A person living with epilepsy had no information in their care plan about how they presented when they had a seizure.
moderatemissed_or_late_visits9 Dec 2022
Some visits were shorter than agreed times and not always on time... Records showed some people had missed calls.
criticalmedication_management9 Dec 2022
one person had a medicine prescribed to be given four times a day, but this was recorded as being administered twice daily. This meant the medicine was not being administered as prescribed.
criticalsafeguarding9 Dec 2022
The provider failed to identify, investigate and report safeguarding concerns to CQC or the local authority. For example, when a relative reported an incident where service users living with dementia…