moderate“During the months of September and October there had been three service quality concerns raised by the local authority regarding missed calls.”
moderate“Their timekeeping is not that great and I have raised this with the manager quite a few times. Sometimes they are either too late or too early.”
moderate“They were two hours late once and they don't always ring. They never apologise. I can't plan my day”
moderate“Almost everyone we spoke with complained about the care workers being late...at times, care workers had been up to two hours late.”
person centred care
2 findings
minor
“New workers will show up, which leaves my family member unhappy as they find it extremely difficult to communicate. Due to unfamiliarity it is often easy to feel unsafe.”
moderate“care and support plan for a person receiving end of life care, and saw no advanced guidance or advice for staff to follow when the person's condition deteriorated”
complaints handling
2 findings
moderate“Some complaints had been actioned to address the issues that had been raised, however concerns over late calls were ongoing and had not yet been fully addressed.”
minor“Some people were not confident that if they made a complaint, this would be taken seriously and their concerns addressed.”
record keeping
2 findings
moderate“MAR charts did not always include the start date of a medicine so it was difficult to carry out effective audits.”
moderate“accident/incident forms had not been completed, which meant that it was difficult to audit the amount of episodes and what actions the provider had taken”
governance
2 findings
moderate“medicines audits had not been effective in addressing shortfalls in the management of medicines.”
critical“Audits had failed to highlight that there were no detailed plans in place for some of the risks identified during people's assessments.”
medication management
1 finding
critical“Staff did not always follow the procedure for the management of people's medicines and there was a risk that people were not receiving their medicines as prescribed.”
incident learning
1 finding
moderate“apart from a text message to staff to remind them to sign appropriately, no further action had been taken to make more permanent improvements in the way medicines were managed.”
care planning
1 finding
critical“Care plans were written from the person's perspective, however these were basic and lacked detail.”
staff competency
1 finding
critical“a potentially unsuitable member of staff had been providing care and support to people for seven months before a Disclosure and Barring Service (DBS) check was received”
supervision appraisal
1 finding
minor“The provider told us that staff had not yet received an appraisal but this was being put in place and would be undertaken this year.”