Note27 Jul 2022
Newly registered manager (February 2020) brought stability, clear management structure and positive culture
Note27 Jul 2022
Strong partnership working with GPs, local authority and CCGs, with positive external feedback
Note27 Jul 2022
Annual independent quality audits and quarterly spot checks to monitor care quality and staff practice
Note27 Jul 2022
Robust infection prevention and control systems including individualised Covid-19 risk assessments and adequate PPE supply
Note27 Jul 2022
External pharmacist routinely assessing staff competency to manage medicines safely
Note27 Jul 2022
24-hour on call rapid response team of managers, nurses and senior staff to cover emergencies and reduce missed visits
Note27 Jul 2022
Introduction of electronic call monitoring (ECM) system logging exact start/finish times and flagging late, early or missed visits
Note27 Jul 2022
People received continuity of care from familiar staff who knew their complex health care needs, wishes and daily routines
minormedication_management27 Jul 2022
the provider had significantly reduced the number of incidents of staff failing to sign for medicines they administered on half of being using the service
moderateleadership27 Jul 2022
We had specific concerns about the way the service was managed in the past because they did not have a suitably competent person registered with us.
moderatemissed_or_late_visits27 Jul 2022
We had a few problems in the beginning with lots of different carers turning up, sometimes late or not at all, but since [name of registered manager] has been in charge these issues have ceased.
Note30 Oct 2021
People and relatives reported feeling safe and expressed high satisfaction with the service.
Note30 Oct 2021
Cultural and ethnic needs catered for in nutrition and care worker matching.
Note30 Oct 2021
Quality assurance system including four unannounced field observations per care worker per year and monthly monitoring by compliance manager.
Note30 Oct 2021
Person-centred care with consistent care workers, gender preferences met, and care matched to individual backgrounds and interests.
Note30 Oct 2021
ISO accreditation for specialised health care and social services quality management, reaccredited June/July 2017.
Note30 Oct 2021
Excellent staff recognition and reward systems including annual award ceremony, pay review, and benefits package, boosting staff motivation.
Note30 Oct 2021
Strong risk management plans in place for complex clinical needs including tracheostomy, catheter care and pressure ulcer prevention.
Note30 Oct 2021
Effective medicines management with newly appointed clinical manager improving competency assessment of staff.
Note30 Oct 2021
Comprehensive induction, training, supervision (4 sessions/year), and annual appraisal programme for all staff including specialist clinical training.
Note30 Oct 2021
Robust recruitment processes introduced to select staff with the right attributes, significantly reducing staff misconduct incidents.
moderategovernance30 Oct 2021
The service did not have a registered manager in post...two managers were in post who had both begun the process to register with CQC.
minorcomplaints_handling30 Oct 2021
records showed the provider did not always record the action they took in response to complaints and the outcome, including whether people were satisfied, to ensure a complete audit trail.
minorrecord_keeping30 Oct 2021
it was not always clear how the provider had carried out the assessments...the provider summarised the risks and the management plan within the care plan without showing their full assessment.
Note19 Apr 2021
The service had adequate PPE supplies to meet current demand and foreseen outbreaks.
Note19 Apr 2021
Infection risks to people receiving personal care were thoroughly assessed, including dedicated support bubbles and shielding arrangements for high-risk staff.
Note19 Apr 2021
IPC and PPE policies were regularly updated to reflect COVID-19 guidance changes, with contingency plans for outbreaks and staff shortages.
Note19 Apr 2021
The provider participated in a COVID-19 testing programme with adequate supplies of home testing kits.
Note19 Apr 2021
Staff used PPE correctly and demonstrated a good understanding of current IPC guidance, including safe donning, doffing and disposal.