minor“The providers application form stated that all volunteer roles should be recorded but on one occasion it was blank despite one-person having a reference from a volunteering role.”
governance
1 finding
minor“Within another person's file we identified evidence they had other employment which they had not declared within their employment history.”
complaints handling
1 finding
minor“Their policy stated that they would make the complainants aware of the investigation outcome. Senior staff explained this was done but only if the complaint was raised directly with them.”
communication with families
1 finding
moderate“"It's not easy to get hold of the people in the office. It can just ring out for ages...I've had to phone a couple of times about things and I'm still waiting for them to get back to me."”
consent capacity
1 finding
moderate“Most staff that we talked to had a very limited knowledge about the MCA. They couldn't tell us what the MCA was in relation to but when prompted they provided examples.”
missed or late visits
1 finding
moderate“"I've had where they weren't turning up until 9.30am and it should be 8am and they don't let me know...I have had times where nobody has come at the weekends."”
infection control
1 finding
minor“"[Staff] just wear ordinary clothes and they have no name or identity badge...There have been times when they say they have forgotten the gloves and I have to give them gloves."”