moderate“The service did not monitor call times. There was no oversight on late or missed calls and the registered manager could not confirm if the length of call times were delivered as planned.”
governance
1 finding
critical“There was no service improvement plan in place. There were issues found on the inspection the quality assurance systems had not identified, for example oversight on the training matrix and late/missed calls.”
staff training
1 finding
moderate“Staff were up to date with training and there was a training matrix in place, however, this was not up to date therefore we could not be assured the registered manager had oversight on training.”
incident learning
1 finding
minor“The service completed regular surveys for staff and people who use the service. However, there was no evidence information gathered was used to improve the service.”