Note29 Jan 2020
Registered manager used annual satisfaction questionnaires to drive service improvements
Note29 Jan 2020
Service achieved ISO9001 quality management certification
Note29 Jan 2020
Complaints handled in line with policy; 95% of survey respondents would recommend the service
Note29 Jan 2020
Detailed, personalised care plans reflecting people's preferences, social history, medical needs and risk assessments
Note29 Jan 2020
Staff received regular supervision, annual appraisals, and had their practice observed at least twice yearly
Note29 Jan 2020
People supported by consistent small groups of carers familiar with their individual needs and preferences
Note29 Jan 2020
Safe recruitment practices including enhanced DBS checks, full employment history and two written references
Note29 Jan 2020
Staff had a good understanding of safeguarding vulnerable adults and clear responsibilities for reporting abuse
minormedication_management29 Jan 2020
staff had not always used appropriate codes when medicines had not been administered, for example due to hospital admissions
Note1 Feb 2019
100% of survey respondents agreed that care received had improved their quality of life.
Note1 Feb 2019
Strong partnership working with GPs, district nurses, social workers and other professionals.
Note1 Feb 2019
Service held ISO9001 certification demonstrating commitment to quality management.
Note1 Feb 2019
Regular audits of care documentation, MARs, staffing and training maintained quality and safety.
Note1 Feb 2019
Complaints were handled in line with policy and lessons-learned shared with staff.
Note1 Feb 2019
Care plans were detailed, personalised, and regularly reviewed to reflect individual needs and preferences.
Note1 Feb 2019
People were treated with dignity, encouraged to be independent, and not rushed during care.
Note1 Feb 2019
Effective induction, regular training updates, and competency spot-checks ensured skilled staff.
Note1 Feb 2019
Staff arrived on time, stayed for the full duration of visits, and were known to the people they supported.
Note1 Feb 2019
People reported feeling safe and staff were knowledgeable about safeguarding adults at risk.
minorgovernance1 Feb 2019
no questionnaires had been issued to staff in 2018...only 3 staff had responded [in 2017].
minormedication_management1 Feb 2019
although people's allergy information was included on the electronic system...it was not visible on the person's Medication Administration Record [MAR] when staff were administering their medicines.
minorrecord_keeping1 Feb 2019
We noted that care documentation included information about people's gender and religion but not their race/ethnic origin.