Operated by Phoenix Care Support Services Limited

Phoenix Care Support Services

Requires improvementRated 13/04/2022Home care · Romford

CQC Key Questions

Safe

Requires improvement

People are protected from abuse and avoidable harm.

Effective

Requires improvement

Care achieves good outcomes and quality of life.

Caring

Requires improvement

Staff treat people with compassion, dignity, respect.

Responsive

Requires improvement

Services are tailored to people's needs.

Well-led

Requires improvement

Leadership and culture support quality care.

What inspectors found

30 findings

Note23 Apr 2022
Ensuring people are well treated and supported; respecting equality and diversity
Note23 Apr 2022
Respecting and promoting people's privacy, dignity and independence
Note23 Apr 2022
Supporting people to express their views and be involved in making decisions about their care

Note23 Apr 2022
Ensuring consent to care and treatment in line with law and guidance
Note23 Apr 2022
Staff support: induction, training, skills and experience
Note23 Apr 2022
Supporting people to eat and drink enough and access healthcare services
Note23 Apr 2022
Assessing people's needs and choices; delivering care in line with standards, guidance and the law

Note23 Apr 2022
Sufficient staffing levels with cover arrangements when staff were unavailable
Note23 Apr 2022
Staff received regular one-to-one supervision and team meetings, and felt supported by the registered manager
Note23 Apr 2022
A complaints procedure was in place and relatives knew how to raise concerns
Note23 Apr 2022
Staff received safeguarding training and demonstrated knowledge of safeguarding processes
Note23 Apr 2022
People's privacy, dignity, independence and confidentiality were respected and promoted
Note23 Apr 2022

Note23 Apr 2022
Improving care quality in response to complaints or concerns
Note23 Apr 2022
Supporting people to develop and maintain relationships to avoid social isolation
Note23 Apr 2022
Meeting people's communication needs
Note23 Apr 2022
Planning personalised care to ensure people have choice and control and to meet their needs and preferences

Note23 Apr 2022
Learning lessons when things go wrong
Note23 Apr 2022
Preventing and controlling infection
Note23 Apr 2022
Staffing and recruitment
Note23 Apr 2022
Systems and processes to safeguard people from the risk of abuse
Note23 Apr 2022
Assessing risk, safety monitoring and management
Note23 Apr 2022
Using medicines safely

Note23 Apr 2022
Duty of candour; Managers and staff being clear about their roles
Note23 Apr 2022
Promoting a positive culture that is person-centred, open, inclusive and empowering
Note23 Apr 2022
Continuous learning and improving care; Working in partnership with others

Source: CQC inspection reports under the Open Government Licence v3.0.

Practical info