Note5 Aug 2023
The registered manager understood their regulatory responsibilities and acted on the duty of candour.
Note5 Aug 2023
Satisfaction surveys were conducted regularly and feedback used to drive improvements.
Note5 Aug 2023
The service operated within MCA principles with appropriate legal authorisations in place.
Note5 Aug 2023
Infection prevention and control practices were robust, with PPE supplied and training completed.
Note5 Aug 2023
Staff received safeguarding training and understood reporting responsibilities.
Note5 Aug 2023
Accident and incident monitoring system was in place with root cause analysis and lessons learnt.
Note5 Aug 2023
The management team demonstrated clear evidence of working hard to address staffing shortfalls in both the short and long term.
Note5 Aug 2023
Medicines processes were safe, with MAR and PRN records in place and staff completing competency assessments.
Note5 Aug 2023
Care plans were up to date and detailed, with identified and assessed risks ensuring safe care delivery.
minorleadership5 Aug 2023
Comments included, 'I don't know who the manager is' and 'They need better timings, and better communication.'
minorcommunication_with_families5 Aug 2023
Some people said when they had raised concerns, they were not told what had been done to address their concerns.
moderategovernance5 Aug 2023
There was a need to consolidate these improvements.
moderateperson_centred_care5 Aug 2023
Some people did not feel comfortable when their preference for being attended by care staff of a particular gender was not met.
moderatemedication_management5 Aug 2023
Staff do my medication if they are on time, but I can't rely on that.
moderatestaffing_levels5 Aug 2023
The service had experienced a challenging period in staff recruitment, retention as well as Covid-19 related staff sickness.
criticalmissed_or_late_visits5 Aug 2023
The morning call is supposed to be 8.45am but I can wait until 11.45am.
Note4 Aug 2018
Complaints handled promptly and effectively with office managers visiting people in person to resolve issues.
Note4 Aug 2018
Effective use of mobile technology to monitor visit times and respond to emergencies.
Note4 Aug 2018
Open, transparent and supportive organisational culture valued by both staff and people using the service.
Note4 Aug 2018
Good working relationships with external health and social care professionals including GPs, community nurses and social workers.
Note4 Aug 2018
Strong induction programme mapped to Care Certificate standards with regular supervision and competency assessments.