Note6 Jun 2023
The provider accommodated cultural and religious needs, such as adjusting visit times during Ramadan and matching Urdu-speaking carers.
Note6 Jun 2023
Staff felt supported in their roles and received regular training, supervision and competency checks.
Note6 Jun 2023
The service worked in partnership with social workers and healthcare professionals to deliver joined-up care.
Note6 Jun 2023
The registered manager carried out unannounced checks, telephone monitoring calls and regular audits to monitor quality.
Note6 Jun 2023
Care plans included information about ethnicity, religion, sexuality and preferred gender of carer, supporting cultural competency.
Note6 Jun 2023
A new strengths-based approach tool was introduced to enable personalised care reviews with people.
Note6 Jun 2023
People were usually visited by the same care workers at regular times, providing continuity of care.
Note6 Jun 2023
Staff supported people with medicines safely, including monthly MAR audits and competency assessments.
Note6 Jun 2023
Risks to people's safety were assessed and managed with detailed care and risk management plans covering medical conditions, falls, mobility, skin integrity, nutrition and hydration.
minorcommunication_with_families6 Jun 2023
People we spoke with said they could contact the agency when they needed to, but they were not clear who the registered manager was.
minorcare_planning6 Jun 2023
We saw one person's plan was not always clear on when their relative administered pain-relief medicine to them and not staff.
minorcomplaints_handling6 Jun 2023
I have phoned them to complain about the varying times of the visit and often what happens is that it improves for two or three days and then it goes back to being either early or late.
minormissed_or_late_visits6 Jun 2023
Sometimes phone to let me know if the carers are running late" and "Sometimes [the care worker] lets me know and sometimes [the care worker] doesn't.
Note18 Jun 2022
Positive feedback from people and relatives describing staff as 'kind and caring'
Note18 Jun 2022
Quality assurance manager recently appointed and developing improved monitoring processes
Note18 Jun 2022
Staff supplied with sufficient PPE; people confirmed staff wore PPE appropriately
Note18 Jun 2022
Partnership working with GPs, social workers and other agencies for joined-up care
Note18 Jun 2022
Safeguarding policies in place and staff trained; engagement with statutory agencies on concerns
Note18 Jun 2022
Robust recruitment checks to ensure only fit and proper applicants were employed
Note18 Jun 2022
Enough staff deployed and people generally visited by the same familiar care workers