critical“Some people told us they experienced late and missed calls where the care worker did not arrive at all.”
critical“my mum didn't have food for 8 hours. They said we cancelled a call. I know I did not. My mother is not able to call them.”
governance
1 finding
critical“Systems and process in place to assess, monitor and improve quality and safety of service provided were not sufficiently effective.”
care planning
1 finding
moderate“For several months the service had not been carrying out assessment visits to people before they started providing their care.”
staffing levels
1 finding
moderate“The service had been experiencing staffing challenges for several months including recruitment, staff retention and staff sickness due to the COVID-19 pandemic.”
staff competency
1 finding
moderate“Spot checks on care workers in people's homes to ensure they were working to required standards had not been taking place.”
supervision appraisal
1 finding
moderate“Some staff had not received regular supervision.”
communication with families
1 finding
moderate“I have tried to ring in last two or three days and no one picks up or gets back to me. I left my phone number”
record keeping
1 finding
moderate“there was no audit trail for when an agreement had been made to cancel a care call or cut the call short or to send one worker when the person required two workers.”
person centred care
1 finding
minor“Emergency protocols in place for people with diabetes were generic rather than specific guidance for the person.”