moderate“Some people felt care could be more person centred. The interim manager acknowledged that more work was needed to ensure that all care plans reflected people's needs, choices and preferences.”
care planning
1 finding
moderate“There were some concerns raised by people and relatives relating to proactive care and delivering care in accordance with a person's needs or preferences and relative's guidance.”
complaints handling
1 finding
moderate“two people and two relatives felt that complaints were not always resolved. We noted that there were no records of the points they raised on the complaints log which indicated they had not been escalated to the management team”
missed or late visits
1 finding
minor“Records showed that at times staff were late to calls. Staff and the interim manager told us this was mainly due to roadworks in the area.”
medication management
1 finding
minor“one relative told us that staff did not support their relative in the way they needed. We reviewed the person's care plan and found instruction was not clear.”
staff training
1 finding
minor“we did note that three staff supporting people who had diabetes had not received diabetes training.”
communication with families
1 finding
moderate“People and their relatives gave mixed views about how the service engaged with them and whether their views were listened to.”
leadership
1 finding
moderate“we needed to be assured that the ongoing improvements would be maintained with the upcoming changes as the interim manager became less involved.”
governance
1 finding
moderate“more development was needed to ensure the required approach was embedded in all areas.”