Note25 Apr 2025
New service users were contacted after their first week and first month to check satisfaction and enable changes to their support.
Note25 Apr 2025
Provider supported internationally recruited staff with accommodation and transport while they settled in the country.
Note25 Apr 2025
Staff divided into geographic teams with team leaders appointed to improve oversight and supervision.
Note25 Apr 2025
Sufficient staffing levels maintained through the government's staff sponsorship scheme, with enough staff to cover all care packages.
Note25 Apr 2025
Good infection control practice in place; staff wore appropriate PPE and completed infection prevention and control training.
Note25 Apr 2025
An electronic monitoring system alerted the provider to missed or late visits, enabling timely action; people reported staff generally arrived on time.
Note25 Apr 2025
Safeguarding training had been improved since last inspection; staff knew how to identify and report abuse and people felt safe with staff supporting them.
moderateperson_centred_care25 Apr 2025
One care plan showed the person had dementia, but not how it impacted on them or their support. This did not ensure staff were fully informed to provide support in the best possible way.
moderateincident_learning25 Apr 2025
Audits had identified there were occasions when staff were late arriving to support people, but further analysis had not been completed. Themes or trends had not been identified or addressed.
moderatestaff_competency25 Apr 2025
3 job applications did not always demonstrate a full employment history, as gaps in employment had not been identified or verified. This meant safe recruitment decisions had not been made.
moderatecomplaints_handling25 Apr 2025
The provider was not able to provide evidence of the complaints raised, their investigation or outcome. This did not demonstrate all complaints were addressed or that lessons had been learnt.
moderatesupervision_appraisal25 Apr 2025
Records showed one member of staff required more supervision, but there were no records to demonstrate this. There was no assessment of the staff member's competence to show they were able to carry ou…
criticalgovernance25 Apr 2025
The auditing systems had not assured the provider that safe recruitment practice was being followed. Daily and monthly checks of medicine administration systems were undertaken, but not all shortfalls…
criticalsafeguarding25 Apr 2025
Risks were not always identified, assessed, or mitigated, which did not promote people's safety. The risk of choking, skin soreness and fire hazards when using petroleum-based emollients had not been…
criticalrecord_keeping25 Apr 2025
Skin integrity risk assessments had not always been completed correctly. One assessment identified a person was fully mobile and incontinent of urine, but they used a wheelchair and were doubly incont…
moderatecare_planning25 Apr 2025
Care planning focused on tasks and outcomes and was not always person centred. Health conditions were stated in people's care plans, but the information was generic and not specifically related to the…