Note4 Jun 2024
The registered manager was aware of duty of candour regulatory requirements.
Note4 Jun 2024
The service worked with a range of professionals, commissioners and other organisations.
Note4 Jun 2024
PPE supplies were adequate and available for staff to collect from the office.
Note4 Jun 2024
People and relatives spoke positively about individual care staff, describing them as outstanding and caring.
Note4 Jun 2024
Staff had received safeguarding training and knew how to recognise potential abuse.
Note4 Jun 2024
Staff were recruited safely with evidenced safe recruitment programme.
moderateleadership4 Jun 2024
One member of staff told us, 'I don't feel supported. I can only get in touch with the office if I put my number as withheld. They won't answer if they know it's a carer ringing.'
moderatecommunication_with_families4 Jun 2024
A relative said, 'We've complained loads of times… don't hear anything.' One person told us, 'It's like talking to a brick wall'.
moderateperson_centred_care4 Jun 2024
The planning of people's care was not person-centred, up-to-date or reflective of their changing needs or concerns.
moderateconsent_capacity4 Jun 2024
We saw a best interest's assessment had been completed for each person [assessed as having capacity]. This is not in line with the requirements of the Act.
moderateinfection_control4 Jun 2024
'I am not happy with [staff]. They are not wearing masks properly; it doesn't cover their noses and they don't wear aprons.'
moderateincident_learning4 Jun 2024
The registered manager told us lessons learnt were shared with staff via staff meetings. However, the agendas and minutes of staff meetings we looked at did not record any of these conversations.
moderatesafeguarding4 Jun 2024
Another member of staff said, 'We have to go to the office normally to raise one. I didn't know we can just raise them ourselves; it's office staff who do that.'
moderatemedication_management4 Jun 2024
A second member of staff told us, 'There was no training with Lotus. Just training on dosette boxes and how to check it.'
moderaterecord_keeping4 Jun 2024
Some care plans had not been scanned correctly onto the electronic system and sentences recorded on the top and bottom of pages were missing.
criticalgovernance4 Jun 2024
Systems to assess, monitor and improve the service were not sufficiently robust and management oversight was not evident over key aspects of the service.
criticalmissed_or_late_visits4 Jun 2024
'The carers should have been on site at 9am but hadn't turned up until 11.30am' and 'The staff I cannot fault. It's the times that are the problem.'
criticalstaffing_levels4 Jun 2024
One relative told us their relative had 27 different care staff within a 13-day period. A member of staff said, 'Clients have no consistency of care.'
criticalcare_planning4 Jun 2024
One person's care plan contained contradictory information. The care plan stated the person was unable to walk or weight bear but also instructed staff to prompt the person to use equipment when walki…