Note14 Jul 2023
Registered manager described as approachable, supportive and professional by staff.
Note14 Jul 2023
Provider worked in partnership with local authority and other professionals.
Note14 Jul 2023
Accidents and incidents logged and reviewed by management to identify themes and lessons learned.
Note14 Jul 2023
Out-of-hours telephone service run by senior staff to support staff in emergencies.
Note14 Jul 2023
Staff trained in infection prevention and control and provided with appropriate PPE.
Note14 Jul 2023
Risks to people were identified, assessed and mitigated; care plans included steps to meet people's needs.
Note14 Jul 2023
Effective safeguarding systems; staff demonstrated good understanding of safeguarding responsibilities.
Note14 Jul 2023
Improved induction programme with face-to-face training and extended shadow shifts for new staff.
Note14 Jul 2023
Safe recruitment procedures in place including DBS checks and references before employment.
minorperson_centred_care14 Jul 2023
People were not receiving rotas and were not told when different staff were going to provide their care.
moderatecare_planning14 Jul 2023
Some staff did not know how to access the electronic records and as a result believed there were no care plans in place for people.
moderatecommunication_with_families14 Jul 2023
People often found office staff difficult to deal with and said calls were not always returned. 'Office staff communication is not so good.'
moderatemissed_or_late_visits14 Jul 2023
The provider struggled to ensure all calls were on time and people often had different staff to support them. One person told us, 'I have issues with lateness.'
criticalrecord_keeping14 Jul 2023
The provider had failed to ensure records were easily accessible to all staff... some people had paper care plans printed from the old system.
criticalgovernance14 Jul 2023
Quality assurance and governance systems in place were not always effective or robust. They did not identify the concerns we found at this inspection.
criticalstaff_competency14 Jul 2023
The provider had failed to ensure regular competency checks were conducted to make sure they were administering medicines safely.
criticalmedication_management14 Jul 2023
Some medicines were administered with less than the required gap between doses. Medicines audits had not been completed regularly and therefore issues were not being identified or acted on.