critical“168 of the calls in the four day period (18.7%) were late by 20 minutes or more... on 18 March 2018 alone, at least 23 calls (12%) were more than an hour late.”
staffing levels
1 finding
critical“on 80% of the calls in this four day period, staff had stayed for less than the scheduled time... one 15 minute call where the staff member had stayed for one minute.”
governance
1 finding
critical“for the fourth inspection in succession, the provider was in breach of Regulation 18(1) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.”
medication management
1 finding
critical“the auditor had identified that staff had failed to complete the person's MAR charts correctly... without exception across all 10 records reviewed.”
infection control
1 finding
moderate“I wear gloves. I do have aprons but, I'm not going to lie, I don't wear them... I see other colleagues not [wearing aprons too].”
care planning
1 finding
moderate“she had identified at least five community service users... who had no personal care plan prepared by the provider, only the initial plan supplied by the local authority.”
complaints handling
1 finding
moderate“When you call the office they always say they will sort it out but they don't. And they don't call back.”
person centred care
1 finding
moderate“one person who was waiting for their breakfast call... said they had received their breakfast at 11.15am and that their lunch call arrived at 3.00pm.”
communication with families
1 finding
moderate“13 out of 34 [community service users] expressed concern about their experience of communicating with staff in the office.”
leadership
1 finding
moderate“There was no registered manager in post at the time of our inspection.”