moderate“Formal one to one opportunities to discuss and review practice, training and development needs was infrequent.”
minor“supervisions were not always happening within the time frame. One staff member told us that their supervision had been cancelled and had not been rearranged.”
consent capacity
2 findings
minor“The provider needed to develop a more consistent approach to the MCA to ensure people's rights were fully protected.”
moderate“Not all staff were able to demonstrate that they had an understanding of the Act and how it might apply to the people who used the service. We found that there was a reliance on relatives to make decisions.”
staffing levels
1 finding
critical“Every time there's holiday or sickness I know there will be problems as office says cannot fulfil night shifts as not enough support workers.”
missed or late visits
1 finding
critical“People experienced missed or late calls, and were not always communicated about changes of support workers.”
record keeping
1 finding
critical“Care plans and risk assessments were dated 2012. Medication records showed that they had not been completed since April 2014.”
staff training
1 finding
moderate“We were concerned that the training plan did not fully consider the training needs of agency or relief staff.”
governance
1 finding
moderate“Whilst the registered manager said 'spot checks' were carried out to check the practice of support staff, these were infrequent and not recorded.”
care planning
1 finding
moderate“Electronic records we looked at in the office did not match up with the sample of care plans and documentation we looked at that was kept in people's own homes.”
complaints handling
1 finding
minor“We first raised concerns two years ago about missed or late calls and again recently, not a lot changes. I don't feel important.”
leadership
1 finding
moderate“The service did not have a registered manager. The previous registered manager had left in September 2014.”
communication with families
1 finding
minor“One person said, 'The way the company works and their lack of communication is the problem.' A relative said, 'It's the cover arrangements. Not knowing sometimes what is happening.'”