moderate“We received mixed feedback about staff's punctuality to calls. Comments from people included, "They're not punctual"... "I'm not happy with the timekeeping"; "I call them the hit and misses"”
staffing levels
1 finding
moderate“We found a number of calls were not always allocated travel time which led to some delays... We recommend the provider review their staffing allocations or their deployment of staff and update their practices.”
governance
1 finding
moderate“the ECM used to monitor punctuality of care visits was not effective and there were periods of call loggings which were done manually.”
record keeping
1 finding
moderate“The ECM was not consistently and accurately used to highlight any missed visits, unlogged entries, incomplete visits or double up calls provided by a single carer.”