critical“191 pairs of calls were logged in at two locations simultaneously, showing the same member of staff was at two different people's home at the same time.”
minor“out of 2038 staff calls, 44 (2.2%) of calls had no travel time allotted between two postcodes, which impacted on staff ability to arrive promptly.”
missed or late visits
1 finding
critical“staff were late for 9% of scheduled calls by more than 45 minutes and 21% of scheduled calls were over 15 minutes late. And 3% of scheduled calls (54) were short calls.”
governance
1 finding
moderate
“The electronic call monitoring system and process were not effective...the provider's own internal governance framework failed to identify this shortfall.”