moderate“staff had limited understanding regarding the Mental Capacity Act 2005 (MCA). Some staff could not remember completing the MCA training.”
minor“the service needed, 'A smaller group of carers with more understanding of dementia.'”
communication with families
2 findings
moderate“I would say [the service] is not very well led. Difficult to communicate, often they don't listen and don't communicate information from the office to the carers”
minor“I asked [the office staff] to follow up about the [issue] but it's now 2 days later and I haven't had a call back”
staffing levels
1 finding
moderate“In the last week, out of 13 visits we have had 8 different carers. [My relative] needs regular carers and we have raised it but nothing has changed”
person centred care
1 finding
moderate“We asked for female carers and recently a male carer started to appear, which made [my relative] very anxious and we had to ask them not to send him again.”
record keeping
1 finding
moderate“information was not recorded in relation to how the likelihood and severity was determined of the identified risks to people.”
governance
1 finding
moderate“People's satisfaction survey results for June 2023 had also identified issues related to communication but feedback received during the inspection showed little progress being made.”