Note19 Dec 2024
Manager and managing director were open to feedback
Note19 Dec 2024
Staff were flexible in supporting people with meals and drinks
Note19 Dec 2024
Electronic systems used to record care and monitor scheduled visits
Note19 Dec 2024
Carers were described by people and relatives as kind, gentle, and respectful of dignity
Note19 Dec 2024
Good infection control practices with PPE provided and used appropriately
Note19 Dec 2024
Recruitment processes were sufficiently robust including for staff recruited locally and from overseas
Note19 Dec 2024
Staff demonstrated a good understanding of types of abuse and what actions to take to protect people
moderaterecord_keeping19 Dec 2024
This instruction was not dated. Further down the care plan it stated they could sit in their own chair for up to 4 hours but gave no details of repositioning. This information was conflicting
minorcomplaints_handling19 Dec 2024
this information had not been collated and there was no mechanism in place to feedback to people using the service to tell them what improvements had been made
minorcommunication_with_families19 Dec 2024
Some people said they had minimal contact with the office and not all remembered receiving a survey or review of their care.
moderatesupervision_appraisal19 Dec 2024
Staff spot checks were conducted by a senior member of staff when they were covering a care call with another carer. This meant there was not sufficient time or privacy
moderateconsent_capacity19 Dec 2024
The service was not working in line with the principles of MCA... mental capacity assessments were not in place as required.
moderateincident_learning19 Dec 2024
Learning from incidents was not sufficiently robust as there was limited analysis and understanding of why incidents occurred and how they could be reduced.
criticalsafeguarding19 Dec 2024
some notifications had not been referred to CQC in a timely way
criticalleadership19 Dec 2024
The managing director and registered manager did not have sufficient oversight of the service.
criticalgovernance19 Dec 2024
The provider had failed to ensure the service was always well planned and well led in the interests and safety of people using the service. This was a breach of regulation 17