Chandlers Homecare was rated Good overall at its first inspection, with safe, effective, caring and responsive care delivered by trained, kind staff. Well-led was rated Requires Improvement due to weak governance, limited oversight, poorly documented incident learning, gaps in recruitment checks, and a lack of feedback sought from people using the service.
Concerns (8)
moderate
Incident learning
: “the lack of formal documentation meant we were not assured themes from incidents would be identified.”
moderateGovernance: “There was a lack of systems and processes to ensure oversight and governance of the service and people had not been asked for feedback on the care they received.”
moderateCare planning: “they had not had a review since, and the review process was unclear with no evidence of people's involvement.”
moderateSupervision / appraisal: “There was no evidence in the records we reviewed that any areas for improvement had been identified or positive feedback given.”
moderateCommunication with families: “No one we spoke with recalled being sent a survey or asked for feedback and no one had been informed they may receive a call from us.”
minorStaff training: “we found some unexplained gaps in employment history. The registered manager told us the application form would be amended to ensure this was completed fully.”
minorPerson-centred care: “some people told us they felt rushed by some staff, who did not give them time to, for example, wash the areas they could do on their own”
minorStaffing levels: “we were also told that staff are never available to contact in the office in the afternoons. One person said, 'There's a general feeling they're a bit tight on staff.'”
Strengths
· Effective systems to manage risks from COVID-19 and infection prevention
· Safe medication support with competency assessments and electronic alerts
· Detailed and personalised risk assessments and care plans
· Staff received good quality training including specialised training
· Caring, kind staff treating people with dignity and respect
Quality-Statement breakdown (22)
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongNot rated
safe: Staffing and recruitmentNot rated
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Using medicines safelyNot rated
safe: Preventing and controlling infectionNot 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 to provide consistent, effective, timely careNot rated
effective: Supporting people to live healthier lives, access healthcare services and supportNot 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: Improving care quality in response to complaints or concernsNot rated
responsive: End of life care and supportNot rated
well-led: Continuous learning and improving careNot rated
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsNot rated
well-led: Engaging and involving people using the service, the public and staffNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empowering; Working in partnership with othersNot rated