critical“out of 3478 calls only 54% were delivered on time or within 15 minutes of the scheduled call time.”
governance
1 finding
critical“Systems and processes to monitor and improve the overall quality of the service were not robust enough. This was a breach of Regulation 17.”
incident learning
1 finding
moderate“The registered manager was unable to provide us with minutes of meetings held or conversations shared with staff around learning lessons when things go wrong.”
supervision appraisal
1 finding
moderate“We were not assured staff supervision and support was consistent and in line with the providers policy and procedures.”
complaints handling
1 finding
moderate“I have complained about lateness, missed calls. When I have complained they [office] have not got back to me.”
person centred care
1 finding
moderate“I have asked for a woman, not a man, but they have sent a man. I keep telling them to send a woman.”
care planning
1 finding
moderate“I have a support plan, but I wasn't involved in writing it and I have not talked to them about it since I started.”
record keeping
1 finding
minor“support plans included information about risks... they were quite confusing as they contained copies of the same documents which had been updated.”
infection control
1 finding
minor“We use hand sanitiser, hand wash, we are not wearing masks, a lot of staff do not wear masks.”
staffing levels
1 finding
moderate“We are quite short staffed, especially short on drivers.”