critical“we identified a potential incident of abuse which the registered manager had not dealt with robustly as a safeguarding concern”
person centred care
1 finding
moderate“care plans were not person-centered and had a lack of information regarding people's likes, dislikes, interests and past histories”
complaints handling
1 finding
moderate“one person had raised the fact that they preferred not to receive care from a staff member...on three occasions. However...they still did not feel the matter had been resolved”
governance
1 finding
moderate“quality audits had not identified the issues raised during the inspection relating to; gaps in staff training, lack of person-centred care planning, responding to people's changing needs”
communication with families
1 finding
moderate“Staff told us they often did not have any information about a new person to the service before turning up at their home to carry out personal care”
staff training
1 finding
minor“the training matrix showed seven staff members who had not completed all essential training as required by the provider, such as Safeguarding, MCA, and Manual Handling”
leadership
1 finding
moderate“Staff also described that team morale as 'low' amongst their colleagues...'It's not as good as it was. The office is much more stressed'”