Hallmark Healthcare Services Ltd, a small domiciliary care provider, was rated Good overall on its first inspection, with all key questions rated Good except Well-led, which Requires Improvement. Key shortfalls included inconsistent medicine prompting processes, gaps in care planning documentation, one MCA consent breach, and insufficient quality monitoring by registered managers.
Concerns (5)
moderate
Medication management
: “The process and plans when staff were doing this needed improving to promote people's safety to ensure this support was consistent, documented, and there was a clear plan for staff to follow.”
moderateGovernance: “There were some shortfalls in risk assessments, care planning, prompting people always gave formal consent themselves, assessing staff's training was effective, monitoring of staff visiting times.”
moderateConsent / capacity: “We found in 1 instance a person's consent to care had not been obtained in line with the principles of the MCA. The registered managers told us they would address this issue.”
minorCare planning: “This was not being captured in people's daily notes, reviews, and care planning. We spoke with the registered managers about this who said they would address this issue.”
minorRecord keeping: “Records also did not show how staff were supporting people with their emotional wellbeing.”
Strengths
· People felt safe and were happy with care staff and registered managers.
· People received care visits at times they chose and saw regular, familiar staff.
· Sufficient staffing levels with appropriate recruitment checks completed.
· Staff completed the Care Certificate and received training in relevant areas.
· Staff demonstrated good knowledge of safeguarding and abuse reporting procedures.