Operated by Blueboard Care Services Ltd

Yewtree Avenue

Requires improvementRated 25/03/2023Home care · Dagenham

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CQC Key Questions

Safe

Requires improvement

People are protected from abuse and avoidable harm.

Effective

Good

Care achieves good outcomes and quality of life.

Caring

Good

Staff treat people with compassion, dignity, respect.

Responsive

Good

Services are tailored to people's needs.

Well-led

Requires improvement

Leadership and culture support quality care.

What inspectors found

22 findings

Other

Note12 Apr 2023
CQC notifications now submitted appropriately, resolving previous regulatory breach.
Note12 Apr 2023
Provider demonstrated duty of candour; complaints investigated and addressed openly.
Note12 Apr 2023
Lessons learned from incidents; accidents discussed in team meetings and supervision.
Note12 Apr 2023
Staff recruitment included DBS checks, identity verification, and reference checks.
Note12 Apr 2023
Infection control measures were strong, with adequate PPE stock and spot-check monitoring.
Note12 Apr 2023
Robust safeguarding systems in place; staff trained to recognise and report abuse.
Note12 Apr 2023
Risk assessments now completed correctly with relevant person-centred information.
Note12 Apr 2023
Medicines management improved since last inspection; provider no longer in breach of Regulation 12.
moderatecommunication_with_families12 Apr 2023
The office staff are diabolical. I ring them up to cancel a restart, and they don't listen. They just don't listen. They answer calls quickly but get it all wrong!
moderateperson_centred_care12 Apr 2023
I've phoned the office and told them the new staff are untrained and don't know what to do. Sometimes, I don't think that there is any point in complaining to the office.
criticalgovernance12 Apr 2023
The provider had not planned travel time for more than 60% of their calls, which may impact on why staff would be late or leave calls before they should.
criticalmissed_or_late_visits12 Apr 2023
36% of these calls were later than 15 minutes, with 1829 calls showing as later than 45 minutes. 1103 calls showed as short calls, where staff stayed for less than half the time allocated.

safe

Note12 Apr 2023
Preventing and controlling infection
Note12 Apr 2023
Systems and processes to safeguard people; Learning lessons when things go wrong
Note12 Apr 2023
Assessing risk, safety monitoring and management
Note12 Apr 2023
Using medicines safely
Note12 Apr 2023
Staffing and recruitment

well_led

Note12 Apr 2023
Working in partnership with others
Note12 Apr 2023
Engaging and involving people, the public and staff
Note12 Apr 2023
Duty of candour
Note12 Apr 2023
Promoting a positive, person-centred, open and inclusive culture
Note12 Apr 2023
Managers and staff being clear about their roles; Continuous learning and improving care