minor“One person's relative told us they did not know how to contact the office, and only had contact details for the care manager at the local authority.”
minor“If I'm honest I feel there are elements of the communication that could be improved...there is a strong reliance on email correspondence”
moderate“The office staff can be quite rude on the phone and don't always call back, and that upsets me as it could be important.”
staffing levels
2 findings
minor“The service had a vacancy rate just under 10%. The provider had a "no agency" policy. Vacancies, sickness and absence was covered by existing staff.”
moderate
“Staff not always available to help out at short notice, so if someone has higher needs support this would get covered, but someone who had low needs...might be cancelled.”
leadership
1 finding
moderate“A registered manager was not in post at the time of inspection.”
supervision appraisal
1 finding
moderate“The service had also lost some field care supervisors and new supervisors had just been appointed and were in the process of meeting up with people and staff.”
governance
1 finding
minor“Records showed that some of these audits were missing and they had fallen behind...they have been short of field supervisors for a short time.”