moderate“audits were not completed to identify patterns and trends to drive improvement.”
communication with families
1 finding
moderate“People and their relatives told us they regularly had difficulty with making contact with the management team. The phone was often not answered, calls were not always returned and electronic mail undelivered due to full mailboxes.”
record keeping
1 finding
minor“The provider had learnt lessons about keeping accurate records when people or their relatives changed planned call visit times.”