minor“Sometimes phone to let me know if the carers are running late" and "Sometimes [the care worker] lets me know and sometimes [the care worker] doesn't.”
moderate“staff could not account for why a care worker had arrived three hours late for a person's scheduled care visit. They could also not demonstrate they had acted to ensure the person was safe”
care planning
2 findings
minor“We saw one person's plan was not always clear on when their relative administered pain-relief medicine to them and not staff.”
critical“The moving and handling risk assessments of this support for some people did not always clearly indicate how staff should support the people safely or what equipment they should use”
complaints handling
1 finding
minor“I have phoned them to complain about the varying times of the visit and often what happens is that it improves for two or three days and then it goes back to being either early or late.”
communication with families
1 finding
minor“People we spoke with said they could contact the agency when they needed to, but they were not clear who the registered manager was.”
infection control
1 finding
critical“Government guidance had required homecare staff to complete a test each day before they began their care visits... the provider had not ensured that testing had been consistently implemented”
governance
1 finding
critical“systems were either not in place or robust enough to demonstrate safety, quality and the management of service records were effectively managed. This placed people at risk of harm.”
record keeping
1 finding
critical“the registered manager had not always ensured they maintained accurate, complete and contemporaneous records of people's care and the management of the service”
medication management
1 finding
moderate“Their care plan did not always provide clear direction for staff on how medicines needed to be prepared for this type of administration.”
other
1 finding
moderate“Care staff were not completing clear financial transaction records when they handled the person's money and the provider could not demonstrate they regularly audited this support.”