# Golden Keys Care Agency Ltd

Golden Keys Care Agency Ltd is a CQC-regulated home-care agency in Southend On Sea.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Requires improvement |
| Safe | Requires improvement |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Requires improvement |

Rating published: 18/01/2024

## Practical info

- Postcode: SS1 2PQ
- Registered manager: White, Joanne
- Local authority: Southend-on-Sea
- Region: East
- City: Southend On Sea
- Last CQC check: 18/Jan/2024 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Accident and incident reporting systems in place with lessons-learned case studies.
  - Published: 2024-04-12
- Finding
  - Evidence: Registered manager understood duty of candour and CQC notification responsibilities.
  - Published: 2024-04-12
- Finding
  - Evidence: Provider worked in partnership with GPs and district nurses to support people's needs.
  - Published: 2024-04-12
- Finding
  - Evidence: Staff reported sufficient travel time between visits and adequate PPE supply.
  - Published: 2024-04-12
- Finding
  - Evidence: Staff completed safeguarding training and could describe abuse types and escalation procedures.
  - Published: 2024-04-12
- Finding
  - Evidence: Regular monthly medicines auditing in place with follow-up action on identified MAR gaps.
  - Published: 2024-04-12
- Finding
  - Evidence: Recruitment processes improved; no longer in breach of Regulation 19 (Fit and Proper Persons employed).
  - Published: 2024-04-12
- **missed_or_late_visits** _(minor)_
  - Evidence: Staff do not always arrive on time and carers are not always consistent. We have had some issues with timings.
  - Published: 2024-04-12
- **governance** _(minor)_
  - Evidence: only 48 surveys were sent and of those sent 30 replies were received missing an opportunity to capture all feedback from people
  - Published: 2024-04-12
- **communication_with_families** _(moderate)_
  - Evidence: There's no communication with carers unless it's [name of staff]
  - Published: 2024-04-12
- **care_planning** _(moderate)_
  - Evidence: People's care plans contained basic information on how to provide care and support to people.
  - Published: 2024-04-12
- **record_keeping** _(moderate)_
  - Evidence: some had no date of completion so it was difficult to see when they were completed and how often they would be reviewed.
  - Published: 2024-04-12

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2024-04-12
- Finding
  - Preventing and controlling infection
  - Published: 2024-04-12
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2024-04-12
- Finding
  - Using medicines safely
  - Published: 2024-04-12
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2024-04-12
- Finding
  - Staffing and recruitment
  - Published: 2024-04-12
- Finding
  - Learning lessons when things go wrong
  - Published: 2023-04-13
- Finding
  - Preventing and controlling infection
  - Published: 2023-04-13
- Finding
  - Staffing and recruitment
  - Published: 2023-04-13
- Finding
  - Assessing risk, safety monitoring and management; Using medicines safely
  - Published: 2023-04-13

### well_led

- Finding
  - Working in partnership with others
  - Published: 2024-04-12
- Finding
  - Continuous learning and improving care
  - Published: 2024-04-12
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2024-04-12
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2024-04-12
- Finding
  - Managers and staff being clear about their roles and understanding quality performance, risks and regulatory requirements
  - Published: 2024-04-12
- Finding
  - Continuous learning and improving care; Working in partnership with others
  - Published: 2023-04-13
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-04-13
- Finding
  - Managers and staff being clear about their roles, quality performance, risks and regulatory requirements
  - Published: 2023-04-13

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-3646981925

HomeCare Compass is an independent guide and is not affiliated with the CQC.