critical“The call is often not until midday, which is unacceptable... I've had to go to a 13:00 hospital appointment unwashed, because the care visit was too late.”
missed or late visits
1 finding
critical“The carers are always late and never arrive in time... The carers don't let me know if they are running late, they do apologise when they eventually arrive.”
medication management
1 finding
critical“Documents to support staff in the use of PRN medicines were not in place... one person was prescribed medicine to treat angina, there was no information for staff.”
care planning
1 finding
critical“Care plans were in place which provided a list of tasks for staff to complete. These were not always person centred or detailed enough to show new staff what all the tasks were.”
governance
1 finding
critical“The provider's auditing processes had not detected the issues found during inspection in relation to risk management, medicines management, staff deployment.”
record keeping
1 finding
critical“Risk assessments contained unclear guidance to staff on how to meet people's needs safely. Risk assessments were missing for certain medicines in people's care records.”
staff training
1 finding
moderate“The provider's training records did not evidence that staff had completed additional training to meet people's assessed needs such as, diabetes, skin integrity and Parkinson's disease.”
infection control
1 finding
moderate“Relatives and people told us staff did not always wear personal protective equipment (PPE) to keep themselves and people safe.”
complaints handling
1 finding
moderate“Some people and relatives felt they were not always listened to as the same issues kept occurring. One person said, 'I've raised the timing of calls... I haven't seen any change.'”
person centred care
1 finding
moderate“People's oral care, medicines and health needs were not always included in the information obtained before packages started to enable staff to provide safe, person-centred care.”
leadership
1 finding
moderate“One relative and a person shared information about staff being contacted when they were providing care and being shouted at and made to cry, which led to confidence and competence concerns.”