Note30 Oct 2021
Some people told us staff had a caring attitude and treated them with dignity and respect.
Note30 Oct 2021
Care plans contained brief personal histories with information about people's pasts and significant relationships.
Note30 Oct 2021
Where concerns were raised about care worker performance the provider took appropriate action including refresher training and increased monitoring.
Note30 Oct 2021
Records showed staff received supervision, spot checks on their performance and appraisals in line with the provider's policy.
Note30 Oct 2021
The service had a robust complaints policy and records showed that complaints were responded to in line with the policy.
Note30 Oct 2021
The service completed regular monitoring and collected feedback from people about their views on the service.
moderateleadership30 Oct 2021
A staff member told us, 'I don't feel comfortable to raise issues with the registered manager. Things just get brushed under the carpet.'
moderatestaff_competency30 Oct 2021
Shadowing records were undated so it was not clear if care workers had completed all the tasks in one session, or over a period of time.
criticalperson_centred_care30 Oct 2021
Records of care showed that people were not consistently receiving care in line with their needs and preferences.
moderatecultural_competency30 Oct 2021
In all nine of the care plans viewed, the section relating to culture was marked 'not applicable' or left blank.
moderateincident_learning30 Oct 2021
Although individual concerns had been addressed lessons learnt had not been applied to the whole service.
criticalrecord_keeping30 Oct 2021
One person's record showed medicines had been recorded as administered on only four occasions during October 2016.
criticalgovernance30 Oct 2021
Audits were completed, but they were not effective as they had not identified issues with the quality of records and plans found during the inspection.
criticalconsent_capacity30 Oct 2021
Two care plans stated people lacked capacity; signed by relatives with no record to demonstrate these relatives had legal authority to make decisions on the person's behalf.
criticalcare_planning30 Oct 2021
Care plans were task focussed and did not contain information about people's preferences, or how their religious and cultural background or sexuality affected their preferences.
criticalstaff_training30 Oct 2021
Staff covered 15 units of the care certificate on one day... Five care staff were unable to explain the Mental Capacity Act (2005) or different types of abuse when asked by the inspector.
criticalstaffing_levels30 Oct 2021
Three of the five care workers we spoke with also told us they did not think there were enough staff. One care worker said, 'No, there's not enough staff.'
criticalmissed_or_late_visits30 Oct 2021
People told us there were not enough staff and this meant they missed care visits or received them late.
criticalmedication_management30 Oct 2021
Medicines were not managed or recorded in a safe way. Records were unclear and staff did not have sufficient information to ensure they supported people to take their medicines as prescribed.
criticalsafeguarding30 Oct 2021
Instances of neglect and abuse were not raised as safeguarding issues and staff did not identify neglect as a type of abuse.