critical“The provider had not ensured they had effective systems and processes in place to assess and monitor the quality of their service. This is a breach of regulation 17.”
minor“A number of the policies being referenced in the agency were not the most up-to-date.”
missed or late visits
1 finding
critical“The morning call can be as early as 7:30am and as late as 10:45am. It is difficult to plan the day, very unsettling.”
person centred care
1 finding
critical“The provider had failed to ensure that people received care that was appropriate, met their needs and reflected their preferences. This is a breach of regulation 9.”
incident learning
1 finding
moderate“We could not see evidence of what further action had been considered or taken place subsequently to mitigate the risk of re-occurrence and keep people safe.”
care planning
1 finding
moderate“Information in people's care plans in respect to their preferences around call timings and tasks did not match the care that was scheduled and delivered.”
communication with families
1 finding
minor“A carer told me that [my relative's] hours have been cut... It was wrong that the carers told me and not the management.”
leadership
1 finding
moderate“The service had been without a manager registered with the CQC since January 2020... a significant amount of time had passed without the provider meeting this condition.”
other
1 finding
moderate“for some staff verbal references had been accepted so a new care worker could start work in advance of the written reference being received. This is an area in need of improvement.”
record keeping
1 finding
moderate“There was no record that people's work history had been discussed to ensure there was evidence of a full work history with a written explanation as to any gaps when people were not working.”
safeguarding
1 finding
minor“There were clear systems on protecting people from abuse. Senior staff told us they were aware of and followed the local multi-agency policies... However, staff did not have access to the most recent guidance.”