Faith's Walk Healthcare Services Ltd was rated Requires Improvement overall on its first inspection, with a regulatory breach under Regulation 19 due to gaps in employment history and absent or inadequate references in three staff recruitment files. Caring, effective and responsive practice were consistently rated Good, with relatives and staff reporting high satisfaction, no missed calls, and safe medicines management.
Concerns (5)
critical
Staffing levels
: “Three recruitment files did not have the full employment history. There was no evidence the provider had sought this information to assure themselves of reasons for the gaps in employment.”
moderateGovernance: “One of the providers was undertaking high levels of care calls...impacting on the robustness of records and oversight of the service.”
moderateSupervision / appraisal: “Staff fed back they would benefit from having more one to one supervisions...due to recent staff shortages there were behind with the one to one supervisions.”
minorStaff competency: “Although staff were assessed around their competency to administer medicines this was not recorded formally.”
minorCare planning: “Where the person had a specific medical condition there was not always detailed guidance for staff on what the condition was.”
Strengths
· No missed calls recorded; staff contacted people when running late and electronic monitoring system in place.
· Relatives consistently praised staff as kind, caring and respectful, with dignity and independence actively promoted.
· Medicines managed safely with regular audits, no gaps on medicine charts, and staff trained in administration.
· Care plans were personalised, needs assessments were thorough, and people were involved in their care planning.
· Strong complaint handling with thorough investigations and people satisfied with responses.
Quality-Statement breakdown (22)
safe: Staffing and recruitmentRequires improvement
safe: Assessing risk, safety monitoring and managementGood
safe: Learning lessons when things go wrongGood
safe: Using medicines safelyGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Preventing and controlling infectionGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsRequires improvement
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving care; Working in partnership with othersGood
well-led: How the provider understands and acts on the duty of candourGood