critical“The provider had undertaken a quality assurance audit...However, this had failed to identify the issues we found with the recruitment of staff.”
critical“The provider had no systems in place to audit the accuracy of these records. This lack of oversight meant they could not fully assure themselves staff were attending these calls at the right time”
record keeping
2 findings
moderate“The provider had failed to make sure robust systems and processes were in place to monitor and audit the accuracy of records maintained in relation to care calls.”
critical“the provider was not maintaining accurate records of the care and support provided to people as they are legally required to do.”
missed or late visits
2 findings
moderate“The provider had started to introduce a new monitoring system. They hoped to fully implement this system by the end of November 2022.”
moderate“concerns received about missed care calls, the timeliness of care calls and quality concerns about the care and support provided by the service.”
staffing levels
1 finding
critical“We found two examples where important documentation such as risk assessments were missing on staff files.”
person centred care
1 finding
moderate“Not all the people using the service received care and support from regular staff... 'I don't get regular carers, I never know who is coming.'”
staff training
1 finding
moderate“'More training needs to be done…I think new staff need to have more training…usually carers shadow the more experienced carers. But often new carers come alone and have no idea'”
leadership
1 finding
moderate“the service management and leadership was inconsistent. Leaders and the culture they created did not always support the delivery of high-quality, person-centred care.”
infection control
1 finding
minor“Two people told us there had been occasions when staff had not worn a face mask during a care call.”