critical“Most people we spoke with raised concerns about missed visits, staff arriving late or not staying for the agreed care call time.”
staffing levels
1 finding
critical“Staffing allocation had not always been operated effectively to ensure sufficient numbers of suitably qualified staff were working with people. This was a breach of regulation 18.”
medication management
1 finding
moderate“The inconsistency of call times meant people did not always receive their medicines at the time specified on the MAR chart.”
governance
1 finding
critical“Systems had not been operated effectively to assess, monitor and improve the service being provided. This was a breach of regulation 17 (Good Governance).”
incident learning
1 finding
moderate“The provider's systems to monitor staff 'logging in and out' of their care calls did not identify the breadth of concerns we found on inspection.”
complaints handling
1 finding
minor“Not all complaints contained enough detail to provide assurances around the investigation process.”