Note24 Jan 2021
Out-of-hours on-call system ensuring senior staff availability at all times
Note24 Jan 2021
Regular staff supervision meetings and unannounced observation checks on practice
Note24 Jan 2021
Registered manager and director proactively sought updates on legislation and best practice
Note24 Jan 2021
Complaints were recorded, investigated in a timely manner and responsive to people's concerns
Note24 Jan 2021
Regular refresher training programme and specific competency assessment for complex health procedures
Note24 Jan 2021
Structured induction including Care Certificate standards and supervised shadow shifts
Note24 Jan 2021
Thorough recruitment process including DBS checks and references before staff commenced work
Note24 Jan 2021
Staff demonstrated compassion and detailed knowledge of individual people's needs, preferences and routines
minormissed_or_late_visits24 Jan 2021
Detailed records or analysis of late calls were currently not available...call timings were not on the care plan this meant that people may not be clear about the times
moderatecare_planning24 Jan 2021
one care staff we spoke with did not know a person they had provided care to had diabetes...there was a risk the member of staff might not recognise when the person was unwell
moderaterecord_keeping24 Jan 2021
for one record that we looked at we saw the circumstances leading up to the incident had not been recorded so it was not clear how or why it had occurred
criticalsafeguarding24 Jan 2021
The provider and registered manager had not notified us about some safeguarding events that they were required to by law.
moderateincident_learning24 Jan 2021
A log was not maintained that identified the number and type of incidents occurring...This meant specific events were not recorded in ways which could highlight trends.
moderategovernance24 Jan 2021
these audits had failed to identify that two people using the agency did not have care plans that contained guidance about all of their health needs
Note29 Jan 2020
Staff recognition scheme including employee of the month certificates and long-service vouchers to aid retention.
Note29 Jan 2020
Monthly audits of care plans with action plans and follow-up audits to ensure improvements were completed.
Note29 Jan 2020
Provider demonstrated a culture of openness with staff feeling able to raise concerns with the registered manager.
Note29 Jan 2020
Effective complaints procedure with signposting to advocacy services and external organisations.
Note29 Jan 2020
Regular supervision, unannounced observation checks, and spot checks on staff practice including medication administration.
Note29 Jan 2020
Computerised call logging system introduced to alert office staff if staff had not logged in at a care call.
Note29 Jan 2020
Electronic call monitoring system implemented since last inspection to ensure people received agreed care visits.
Note29 Jan 2020
Robust induction programme including Care Certificate standards and four-week shadow shifts alongside experienced staff.
Note29 Jan 2020
Thorough recruitment process including DBS checks and references completed before staff commenced work.
Note29 Jan 2020
Staff demonstrated compassion and went above and beyond, including fetching personal effects for a hospitalised person and supporting families at distressing times.
minorperson_centred_care29 Jan 2020
I do have a problem with continuity of care. I have my primary carer but they keep changing the second one. I find it frustrating.
minorgovernance29 Jan 2020
The format of these sometimes made it difficult to track the progress that was made or when an action had been completed.
minorrecord_keeping29 Jan 2020
Whilst a written analysis of these was not kept to help identify themes and trends the registered manager demonstrated a good awareness of issues that had occurred.
minorcare_planning29 Jan 2020
For one person staff were giving their medication in a specific way but the care plan was not detailed and did not evidence why medication was being administered by this method.