critical“The provider did not consistently ensure that staff recruited were assessed as safe to work with people. We reviewed eight recruitment records and found issues with all of them.”
staff training
1 finding
critical“Apart from the Care Certificate induction, no information was retained to demonstrate that staff had received appropriate training to enable them to carry out their role.”
supervision appraisal
1 finding
critical“Care workers did not receive regular spot checks and supervision. Records showed that not all staff were receiving regular one to one meetings with their line manager.”
governance
1 finding
critical“The provider lacked oversight of the service. The provider was unaware of the issues identified during the inspection.”
incident learning
1 finding
moderate“The provider had not carried out a root cause analysis to ensure that the underlying as well as immediate causes of accidents and incidents were understood.”
missed or late visits
1 finding
moderate“One relative told us, 'I have had missed calls a couple of times. In fact, I phoned up and there was no answer from the agency.'”
communication with families
1 finding
moderate“Some care workers come who cannot speak English, and I have to tell them all what to do.”
complaints handling
1 finding
moderate“We received variable feedback regarding whether people were listened to when they complained. Some people felt their concerns and complaints had not been appropriately addressed.”
person centred care
1 finding
moderate“People did not consistently receive person centred care because their communication needs were not met.”
record keeping
1 finding
moderate“A medicines audit that was carried out in March, April and May had identified repeated gaps in recording and probable missed doses of medicines.”