Note5 Dec 2023
Partnership working with local authority and other professionals was evidenced in care records.
Note5 Dec 2023
The service worked within the principles of the Mental Capacity Act 2005.
Note5 Dec 2023
Management were visible, approachable and engaged with people, relatives and staff to drive continuous improvement.
Note5 Dec 2023
Electronic monitoring was used to ensure staff stayed with people for their allocated time, with action taken on shortfalls.
Note5 Dec 2023
A lessons-learned system was in place; incidents were investigated and learning shared with all staff.
Note5 Dec 2023
Staff received induction and up-to-date training including infection prevention and control and person-specific training.
Note5 Dec 2023
Staff were safely recruited with pre-employment checks including DBS, references and right-to-work verification.
Note5 Dec 2023
Medicines were managed safely with electronic records, regular staff competency checks and medicine audits.
minorcommunication_with_families5 Dec 2023
Some people said the office staff do not answer the phones, speak in an unprofessional manner, and do not act on concerns shared.
minorgovernance5 Dec 2023
Where improvements to the service had been identified through quality auditing, action was not always revisited and signed off.
moderatemissed_or_late_visits5 Dec 2023
"Normally there is a lot of variation in visit arrival times" and "They come to visits at anytime, I've had to cancel hospital appointments as the carers were late."
Note30 Oct 2021
Complaints responded to promptly and transparently; office staff introduced personal visits to resolve concerns
Note30 Oct 2021
Detailed personal profiles created for each person supporting meaningful engagement by staff
Note30 Oct 2021
Innovative pilot of flexible 'just checking 15 minute' call model developed collaboratively with NELCCG
Note30 Oct 2021
Quality assurance systems significantly strengthened since previous inspection with monthly audits across all service areas
Note30 Oct 2021
Very positive feedback from people: 100% of survey respondents felt treated with dignity and respect, 95% found care workers kind and caring
Note30 Oct 2021
Staff received a wide range of relevant training including dementia, MCA, equality and diversity, with regular supervision and appraisal
Note30 Oct 2021
98% call compliance in October 2017 monitored via electronic call monitoring system
Note30 Oct 2021
Robust recruitment process including DBS checks and minimum two references for all staff
Note30 Oct 2021
Staff demonstrated strong safeguarding knowledge and confidence in recognising and reporting abuse
minorperson_centred_care30 Oct 2021
staff had talked to them about their preferences for their care, although we found some of this information had not always been incorporated into the care plans
minorcommunication_with_families30 Oct 2021
a small number of people told us phone calls to the office had been unanswered...Two people told us they experienced some difficulty in getting through to office staff
minorrecord_keeping30 Oct 2021
the quality of person-centred information varied in different people's care records. The registered manager acknowledged this and confirmed they had identified improvements were needed
moderatemedication_management30 Oct 2021
we found this action had been completed for some staff teams, but not all...further work and improvements were needed to ensure all teams were completing the records appropriately