Note8 Jul 2023
Consent and MCA principles were understood and applied by staff
Note8 Jul 2023
Complaints were handled promptly and effectively with no repeat complaints recorded
Note8 Jul 2023
People's communication needs, equality and diversity were well supported
Note8 Jul 2023
Infection control practices were good; staff used PPE appropriately
Note8 Jul 2023
Effective safeguarding procedures in place; staff understood their responsibilities and whistleblowing process
Note8 Jul 2023
Staff received regular supervision, training and felt supported by approachable management
Note8 Jul 2023
Care plans were person-centred, reviewed periodically, and included sufficient guidance for staff (improvement since last inspection)
Note8 Jul 2023
Robust recruitment checks carried out for all staff before starting work
Note8 Jul 2023
Staff treated people with kindness, dignity and respect, with consistently positive feedback from people and relatives
moderaterecord_keeping8 Jul 2023
1297 calls were not logged...a large proportion of calls we don't know whether they happened and or whether people received the care they were supposed to
criticalgovernance8 Jul 2023
provider audits failed to identify and make improvements in relation to staff deployment, late calls, call monitoring, and medicines management
moderatemedication_management8 Jul 2023
Some people were prescribed PRN (as required) medicine, but it was not clear if they received their medicines when required...in some cases was left blank
moderatemedication_management8 Jul 2023
1 person's specific medicine was not signed for all of February 2023...another medicine from 9th to 12th February 2023 with no explanation on the MAR
criticalstaffing_levels8 Jul 2023
we found some calls were scheduled for staff to be in 2 places at the same time...17.7% of calls had no travel time allotted between two postcodes
criticalmissed_or_late_visits8 Jul 2023
staff were late for 10% of scheduled calls (1539 calls) by more than 45 minutes and 28% of scheduled calls (4388) were over 15 minutes late