moderate“call monitoring audits undertaken had not identified that the electronic call monitoring records were incorrect with some calls showing at 0045am, 0300am and not in line with the required call times.”
missed or late visits
1 finding
moderate“Two people and their relatives told us there had been a number of occasions when staff had been late, and that the office had not communicated late calls to them.”
medication management
1 finding
moderate“Systems had not identified that did not fully understand the 'Homeley Remedies' policy, which meant that staff did not know how to deal with requests for un-prescribed medication.”
care planning
1 finding
minor“1 of the communication plans we reviewed did not give staff enough information. It stated that '(name of person) to be supported with communicating)'.”
end of life care
1 finding
minor“The care plans were not robust however...a plan not providing instructions to staff with regards to family contacts or what to do in case of death of a person receiving support.”
person centred care
1 finding
minor“People were not supported by a regular staff team that got to know them well. One relative told us, 'There are different carers that come all the time and it would be nice to get regular staff.'”
communication with families
1 finding
minor“the office had not communicated late calls to them. This meant some people had to wait for care calls longer than the time they expected.”