Shiloh Healthcare Services Ltd was rated Good overall at its first inspection, with positive findings across safe, effective, caring and responsive domains. Well-led was rated Requires Improvement due to inconsistencies in record keeping, MAR chart audits and quality assurance processes that did not always lead to improvements.
Concerns (5)
moderate
Record keeping
: “Some improvements were required to the way records were managed, including for recruitment and people's care plans.”
moderateGovernance: “Quality audits had been completed... However, not all audits had resulted in improvements. This meant quality assurance processes were not always effective.”
moderateMedication management: “topical MAR charts had not always had directions for where skin creams should be applied. We found discrepancies between the electronic MAR and paper MAR.”
minorRecord keeping: “Some records made on the previous system were not available for us to review at this inspection.”
minorCare planning: “We found some updates were required to two people's care plans.”
Strengths
· Care staff described as calming, soothing and happy; positive feedback from relatives
· Sufficient staffing levels with no rushed visits and regular care staff
· Effective safeguarding systems, training and whistleblowing policies in place
· Person-centred care with personalised care plans reflecting choices and preferences
· Good partnership working with district nurses, occupational therapists and commissioners
Quality-Statement breakdown (23)
safe: Staffing and recruitmentNot rated
safe: Using medicines safelyNot rated
safe: Assessing risk, safety monitoring and managementNot rated
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Preventing and controlling infectionNot rated
safe: Learning lessons when things go wrongNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawNot rated
effective: Staff support: induction, training, skills and experienceNot rated
effective: Supporting people to eat and drink enough to maintain a balanced dietNot rated
effective: Staff working with other agencies; supporting people to access healthcare servicesNot rated
effective: Ensuring consent to care and treatment in line with law and guidanceNot rated
caring: Ensuring people are well treated and supported; respecting equality and diversityNot rated
caring: Supporting people to express their views and be involved in making decisions about their careNot rated
caring: Respecting and promoting people's privacy, dignity and independenceNot rated
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesNot rated
responsive: Meeting people's communication needsNot rated
responsive: Supporting people to develop and maintain relationships to avoid social isolationNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
responsive: End of life care and supportNot rated
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsNot rated
well-led: Duty of candour and continuous learning and improving careNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringNot rated
well-led: Working in partnership with othersNot rated