Note4 Aug 2023
Positive staff culture reported; staff felt listened to and had access to management outside office hours via on-call service.
Note4 Aug 2023
People were supported to participate in community activities and maintain relationships, with communication needs individually assessed.
Note4 Aug 2023
Support plans were person centred and promoted independence; relatives praised staff empathy and knowledge of individuals.
Note4 Aug 2023
Infection prevention and control practices were safe; staff wore PPE and had completed IPC training.
Note4 Aug 2023
Staff were recruited safely with sufficient employment history checks carried out.
Note4 Aug 2023
Sufficient staffing levels with consistent staff deployment; people and relatives reported consistent, familiar carers.
Note4 Aug 2023
Medicines were well managed with complete MARs, competency checks, and people supported to be as independent as possible with their medicines.
Note4 Aug 2023
Staff had training on how to recognise and report abuse and knew how to apply it; safeguarding concerns had been reported to the local authority.
minorcomplaints_handling4 Aug 2023
Where complaints had been raised these had not always been responded to within the timescales set out in the provider's complaints policy. A relative had made a formal complaint and this had not been…
moderatecare_planning4 Aug 2023
Support plans did not always include the information about people's support around continence. Records of mental capacity assessments were not always clear.
moderateincident_learning4 Aug 2023
The management team had not fully understood their responsibilities to ensure compliance in relation to duty of candour... the provider had not formally written and apologised when these had occurred.
criticalgovernance4 Aug 2023
The provider's auditing processes had not detected the issues found during inspection in relation to risk management and records.
criticalrecord_keeping4 Aug 2023
Records were not dated and they had been overwritten. For example, the same information appeared several days running for one person.
criticalcare_planning4 Aug 2023
Risk assessments did not always have information staff needed to keep people safe. Risks in relation to people's individual staffing arrangements were not always documented.