critical“The registered manager lacked oversight. For example, there was no audit completed to look at staff call times”
record keeping
1 finding
moderate“Staff were not logging in correctly using the ECM system...one staff member was seen...to have logged in at a distance from the person's home.”
staffing levels
1 finding
critical“The data also showed that some staff were scheduled to provide care at two different locations at the same time.”
staff training
1 finding
moderate
“Staff were not all up to date with training and the registered manager had not completed the additional training for managers”
care planning
1 finding
moderate“Care plans lacked detail about people's needs and choices. Care plans were basic and did not fully reflect people's needs”
person centred care
1 finding
moderate“People's choices, likes and dislikes were not fully reflected in their care plans...they contained information that was no longer applicable.”
complaints handling
1 finding
moderate“The complaints policy had not been followed when a complaint had been raised. There was no written response to the complainant”
incident learning
1 finding
moderate“Incidents and accidents were recorded but the action that had been taken as a result of these was not recorded to minimise the risk of reoccurring.”
safeguarding
1 finding
critical“Staff were not always recruited safely. Staff files showed gaps in employment history had not always been checked.”
end of life care
1 finding
minor“Care workers and management had not received end of life training, so they were not skilled in end of life care and support if the need arose.”
communication with families
1 finding
minor“One person's care plan stated they needed to see care worker's face/lips when communicating. The person told us staff wore face masks.”