critical“"There are times when [care staff] are very, very late. 9am and they get here at 11am"; "Multiple carers. In 2 to 3 days, we get 3 or 5 different carers"”
medication management
1 finding
critical“MAR charts and daily observation records of 1 person showed they received their medicines within 2 minutes of each other. One of the medicines is required to be given half an hour before any other medicines.”
governance
1 finding
critical“The provider's systems or processes were not established and operated effectively to monitor and improve the quality and safety of the service.”
safeguarding
1 finding
critical“The registered manager did not share concerns about a person at risk of financial abuse to the local authority that had been highlighted by care staff.”
incident learning
1 finding
critical“The provider did not notify CQC of all incidents that affect the health, safety and welfare of people who use services.”
supervision appraisal
1 finding
moderate“Supervision records where sometimes very brief and follow up actions were not consistently followed through... Not all staff received an appraisal of their performance.”
staff training
1 finding
moderate“There was no evidence of training on topics specific to people's individual needs such as Parkinsons, disease, dementia, diabetes, or catheter care.”
record keeping
1 finding
moderate“Some care records were not dated or signed for... not every audit had a signature, name, and role of auditor. A few of the records written by care staff were hard to read.”
staffing levels
1 finding
moderate“People and their relatives provided mostly negative feedback about staffing levels and the consistency of care staff allocated to them.”
complaints handling
1 finding
moderate“"I have complained twice, phoned them 12 times in 10 months about the timing of visits." They felt the provider did not always listen and respond to their concerns in a timely manner.”
communication with families
1 finding
minor“"No communication unless we contact them." Some relatives did not agree with the information completed by staff on their daily visits.”
staff competency
1 finding
minor“Some of the people using the service told us they found it difficult to communicate with some care staff for whom English was a second language.”