moderate“When she was on holiday the staff who came to support me did not say much and didn't really know what I needed them to do.”
moderate“Elite Careplus matched a person to staff by staff availability only and did not consider the person's support needs, background history, cultural or religious needs.”
staff competency
2 findings
moderate“My regular carer is lovely, but when I had a carer I did not know they were unfriendly and cold in their attitude to me. They didn't really know what support I needed either.”
critical“Two staff members did not have a criminal records check [DBS]. One staff member started working six weeks before their DBS check was received.”
communication with families
1 finding
minor“People said they were not so satisfied with times when they were supported by staff they did not know. People said those staff were less friendly and did not know their needs so well.”
medication management
1 finding
critical“Staff had not always signed MAR charts correctly to evidence they had administered the person's medicines. We also reported our concerns about medicines management to the local authority as a safeguarding alert.”
safeguarding
1 finding
critical“They had not informed us of an allegation of abuse in relation to a service user. Regulation 18 Registration Regulations 2009 Notifications of other incidents.”
care planning
1 finding
moderate“None of the support plans we looked at had been signed by the person receiving the support or their representative to show they had agreed to these.”
governance
1 finding
critical“The registered manager had not submitted to CQC the notifications of relevant events and changes as they are required to do by law.”
record keeping
1 finding
moderate“Care files and staff records were not stored securely. We found other files containing personal information of staff or people who used the service on the floor of the office in a large cardboard box.”
incident learning
1 finding
moderate“Incidents, accidents and complaints were not recorded centrally so these could be analysed in a systematic way for action to be taken where possible to help prevent further occurrences.”
supervision appraisal
1 finding
minor“Records we looked at showed some staff did not receive formal supervision on a regular basis but were able to speak with the manager at any time.”
cultural competency
1 finding
moderate“They were unable to match the person's support needs, background history, cultural or religious needs to a suitable staff member.”