Note8 Feb 2023
Complaints processes were in place and people knew how to raise concerns.
Note8 Feb 2023
An on-call service operated outside office hours and the provider was consistently contactable.
Note8 Feb 2023
The service supported people to maintain community relationships and avoid social isolation.
Note8 Feb 2023
Staff felt well supported by the provider and praised the provider's open and approachable management style.
Note8 Feb 2023
People and relatives were encouraged to give feedback; positive culture was promoted.
Note8 Feb 2023
Systems were in place for infection prevention and control, with staff generally following good practice.
Note8 Feb 2023
People felt safe with staff and expressed feeling cared for and treated with compassion.
moderateleadership8 Feb 2023
The provider did not have a deputy or care manager so was finding both roles of registered manager and provider, a challenge...impacted on their management oversight
moderaterecord_keeping8 Feb 2023
The terminology within some people's daily records was at times disrespectful...included, '[Person] wasn't himself and was kinda aggressive'
criticalincident_learning8 Feb 2023
The provider was not able to provide documentation of any investigation or action taken to understand what had happened and why, to help prevent a recurrence.
criticalgovernance8 Feb 2023
Systems were not in place to effectively assess, monitor and improve the quality and safety of the service...breach of regulation 17 of the Health and Social Care Act 2008
criticalsafeguarding8 Feb 2023
There had been two separate incidents of theft of people's monies...Staff told us they had received safeguarding training, but records showed such training was out of date for many.
moderatestaff_training8 Feb 2023
Not all staff had received refresher training in the safe administration of medicines...Staff had also not had their competency assessed to show they were able to safely administer people's medicines.
criticalstaff_competency8 Feb 2023
A lot of staff don't know how to use the hoist. I have to show them. They'll say they've had manual handling training, but that they haven't seen this type before.
moderatestaffing_levels8 Feb 2023
There were staff shortages and people's care visits were not always easily covered. This was particularly so at weekends and at times of staff sickness and annual leave
moderatemissed_or_late_visits8 Feb 2023
there had also been some missed visits, including four in October 2022...One person told us, 'It's all the time that they seem to scrabble to get here.'
criticalmedication_management8 Feb 2023
18 gaps in the signing of one person's blood thinning medication in the month of October 2022. This meant the provider could not be assured people were receiving their medicines