critical“about 50% of calls were late with 30% of calls being late over 30 minutes. A substantial amount of calls were shorter than the time allocated”
missed or late visits
1 finding
critical“9 of these complaints related to late and/or missed calls. This was consistent with safeguarding alerts we had received which triggered this inspection.”
staff competency
1 finding
critical“care workers provided support unsupervised to people who used the service, while waiting for their DBS check. This puts people who used the service at risk”
medication management
1 finding
moderate“care workers supported people who used the service with their medicines had received training. However, we did not find any evidence that their competency had been formally assessed.”
care planning
1 finding
moderate“The care plans were not detailed enough, or person centred. People's views were not reflected in assessments which were used to develop care plans.”
person centred care
1 finding
moderate“I cannot remember doing a care plan with them. Someone came out a few weeks ago asking questions. I am not entirely happy with the care; it isn't the way I want it.”
governance
1 finding
critical“The electronic call monitoring system did not effectively alert the provider to late and missed calls. The auditing of staff recruitment records did not highlight the shortfalls we found.”
record keeping
1 finding
moderate“around 50% of calls were improperly logged. Improperly logged calls meant care workers did not log in or log out.”
staff training
1 finding
moderate“the risk assessments lacked detail and guidance for care workers in how to manage the risks in relation to medicines assistance safely.”
incident learning
1 finding
minor“The provider had systems in place to respond if things went wrong, however they were not reviewed to see how they could be prevented from happening again.”