Note11 Jul 2023
Positive feedback received about care quality, including a carer staying with a person all night after a fall.
Note11 Jul 2023
An out-of-hours telephone service was available for people, relatives and staff in emergencies.
Note11 Jul 2023
The registered manager kept up to date with best practice by regular meetings with other managers.
Note11 Jul 2023
Staff spoke positively about the registered manager and told us they felt supported in their role.
Note11 Jul 2023
The registered manager understood their responsibilities around the duty of candour.
Note11 Jul 2023
Risk assessments were in place to identify how staff should work safely with people.
Note11 Jul 2023
Staff had received medicines training to ensure they were able to support people with their medicines.
Note11 Jul 2023
DBS checks had been completed prior to new staff starting work at the service.
Note11 Jul 2023
Staff had received infection control training and had access to PPE to safely manage and control the prevention of infections.
minorcomplaints_handling11 Jul 2023
Not all complaints contained enough detail to provide assurances around the investigation process.
moderateincident_learning11 Jul 2023
The provider's systems to monitor staff 'logging in and out' of their care calls did not identify the breadth of concerns we found on inspection.
criticalgovernance11 Jul 2023
Systems had not been operated effectively to assess, monitor and improve the service being provided. This was a breach of regulation 17 (Good Governance).
moderatemedication_management11 Jul 2023
The inconsistency of call times meant people did not always receive their medicines at the time specified on the MAR chart.
criticalstaffing_levels11 Jul 2023
Staffing allocation had not always been operated effectively to ensure sufficient numbers of suitably qualified staff were working with people. This was a breach of regulation 18.
criticalmissed_or_late_visits11 Jul 2023
Most people we spoke with raised concerns about missed visits, staff arriving late or not staying for the agreed care call time.