Note30 Oct 2021
Staff reported strong morale and felt well supported by managers at all levels
Note30 Oct 2021
Complaints system was accessible and clearly recorded with outcomes and apology letters where appropriate
Note30 Oct 2021
Care plans included person-centred re-ablement goals and risk assessments accessible electronically to staff
Note30 Oct 2021
Effective use of Webroster mobile technology to communicate care plans and rotas to staff
Note30 Oct 2021
Comprehensive quality assurance system with monthly audits fed back to senior management
Note30 Oct 2021
Provider demonstrated transparency and learning following service suspension, introducing robust medicines governance measures
Note30 Oct 2021
Staff received thorough induction training including the Care Certificate and were well supported through supervision
Note30 Oct 2021
People expressed satisfaction with kind, compassionate and caring staff who respected privacy and dignity
Note30 Oct 2021
Sufficient staffing levels ensured people received the correct level and duration of support
Note30 Oct 2021
Staff were recruited safely with appropriate DBS checks and references obtained
minorstaff_training30 Oct 2021
staff who had not completed the required training were already booked on a training course, with the exception of food hygiene
minorrecord_keeping30 Oct 2021
There was no system to record occasions when staff failed to turn up at someone's home
moderategovernance30 Oct 2021
The provider had recognised that previous quality audits had not been robust. This, along with the number of medicines errors, led to a full review of the service.
moderatesafeguarding30 Oct 2021
the services threshold for submitting safeguarding alerts was previously too high...not all medicines errors were referred to the safeguarding adult's team
moderateincident_learning30 Oct 2021
there had previously been a lack of analysis of accidents and incidents, and consequently a lack of evidence of any learning
criticalmedication_management30 Oct 2021
a series of errors when community support workers were assisting people with their medicines...staff not understanding or following the policies and procedures in place
Note28 Jan 2021
Experienced registered manager supported by equally experienced deputy manager, well respected by staff
Note28 Jan 2021
Staff demonstrated empathy, compassion and person-centred approach, respecting dignity, privacy and individual preferences
Note28 Jan 2021
Quality assurance systems in place including medication audits, observed supervision sessions and care quality checks
Note28 Jan 2021
People involved in planning their care packages and given Service User Guide including complaints procedure
Note28 Jan 2021
Safe recruitment procedures including DBS checks and references followed consistently
Note28 Jan 2021
Staff received regular supervision, appraisal and ongoing mandatory training including QCF qualifications
Note28 Jan 2021
Sufficient staffing levels adjusted dynamically to meet people's needs with very rarely any missed appointments
Note28 Jan 2021
Staff appropriately trained in safeguarding adults and knowledgeable in recognising signs of abuse with clear referral procedures
moderatemedication_management28 Jan 2021
ten medication errors being identified over a twelve month period...introduction of half hour visits in place of 15 minute visits