critical“Staff did not demonstrate a clear understanding of how to protect people from abuse and the provider did not consistently inform appropriate organisations about safeguarding concerns.”
critical“one person was intimidated by a staff member who attempted to coerce them into falsifying a timesheet”
medication management
1 finding
moderate“some care plans instructed care workers to assist people with the application of prescribed topical creams and lotions but did not state the names of these medical items”
supervision appraisal
1 finding
moderate
“these were 'spot checks' conducted at people's homes rather than formal supervision sessions that enabled staff to highlight any issues of concern related to their work”
consent capacity
1 finding
moderate“The care staff we spoke with were not aware of the MCA and how it impacted on protecting people's rights.”
person centred care
1 finding
critical“the person had not been recognised by the provider as a recipient of personal care, although they were receiving daily support to get dressed”
care planning
1 finding
moderate“Assessments and care plans did not evidence that staff knew people's needs and wishes well. There was a lack of details about people's wishes, interests, cultural requirements”
complaints handling
1 finding
moderate“the provider did not appear to recognise the need to make a record of verbal complaints with information about how the complaint was resolved”
governance
1 finding
moderate“The management team did not demonstrate a comprehensive knowledge of the responsibilities associated with providing a regulated service.”
staff training
1 finding
moderate“Both staff members presented a limited understanding of safeguarding and demonstrated no knowledge of the provider's whistleblowing policy.”
communication with families
1 finding
moderate“The staff member told the person about two other people who used the service, including personal information about people's diagnosis, healthcare needs, family composition”
incident learning
1 finding
critical“the provider's inability to recognise that a person was receiving personal care within their care package and the failure to identify and report potential and actual safeguarding concerns”