Note10 Jun 2023
Provider had a clear person-centred vision; questionnaires, newsletters and social media used to engage staff and people.
Note10 Jun 2023
Managers met regularly to review incidents and an on-call system was in place for out-of-hours staff support.
Note10 Jun 2023
Registered manager understood duty of candour responsibilities and acted immediately to update care plans during inspection.
Note10 Jun 2023
Positive feedback from health professionals about responsiveness and flexibility of the service.
Note10 Jun 2023
Strong multi-disciplinary working with GPs, District Nurses, Occupational Therapy and Speech and Language Therapy.
Note10 Jun 2023
People felt safe and confident that concerns would be listened to; safeguarding responsibilities understood.
Note10 Jun 2023
Effective infection prevention and control measures in place with sufficient PPE for staff.
Note10 Jun 2023
Staff had been recruited safely with checks on employment history, references and DBS maintained.
minorcommunication_with_families10 Jun 2023
I do feel like communication with managers not the greatest. They could touch base more. Personally, I don't feel well communicated with and involved.
minorstaff_training10 Jun 2023
Others said training needed to improve as it was mostly eLearning (computer-based learning) and they would prefer more practical training.
moderaterecord_keeping10 Jun 2023
Information was missing from care plans about people's holistic needs which could impact their mental health and wellbeing. Some of the information in care plans was inaccurate and contradictory.
moderategovernance10 Jun 2023
Systems to monitor care calls were ineffective, the provider had not identified where calls overlapped. The provider had no system in place to identify when calls were cut short.
criticalgovernance10 Jun 2023
Audits did not maintain a good oversight of all aspects of the service delivered to people. People's care records and risk assessments were not always accurate or up to date.
moderatemissed_or_late_visits10 Jun 2023
Staff don't turn up on time if other people ill. My early morning call is later, it should be earlier.
criticalstaffing_levels10 Jun 2023
Calls to people were planned in a way that did not account for travel time and overlapped. Staff said, 'I was running from one to another, driving like a maniac to get there.'
criticalmedication_management10 Jun 2023
There were gaps in people's medicine administration records (MAR). Although we could see there were reasons for the gaps by cross referring to other documentation this was not a safe way.
criticalmedication_management10 Jun 2023
Important information about when and how medicine required as and when (PRN) should be administered was missing from people's care plans.
criticalcare_planning10 Jun 2023
Care plans continued to lack important information and guidance for staff to refer to when supporting people with specific health needs such as diabetes, epilepsy, and catheter care.