moderate“People and family members said staff no longer wore masks. A person said, "Masks are not necessarily worn now, but aprons are worn, as are gloves when necessary."”
communication with families
1 finding
moderate“A person said, "When I phone them out of hours the phone just rings and rings." The registered manager and other staff provided out of hours cover.”
staff competency
1 finding
moderate“"Staff don't always complete the tasks as I want because of language problems. Their understanding is not very good. You can ask for something, but there can be misunderstanding."”
person centred care
1 finding
minor“People and family members did not always know in advance which staff would be providing their care. A person told us, "They change the carers and send different ones. I don't have a rota."”
leadership
1 finding
moderate“Some staff told us improvements were needed as communication was not always effective or timely, and that the registered manager was not always available as they themselves were providing care.”
governance
1 finding
minor“People who identified improvements were needed raised similar themes, which included staff's ability to communicate effectively, and provision of a rota so people knew who would be providing their care.”