moderate“more work needs to be done with regard to the completion of care plans, risk assessments, and audits”
critical“Governance of the service failed to identify areas for improvement and actions taken by the registered manager at the last 2 inspections were not sufficient.”
care planning
2 findings
moderate“I still haven't received my care plan. It's meant to be arriving any time soon”
moderate“There were no care plans or detailed information and guidance for staff about people's specific health conditions and how these affected their day-to-day living.”
leadership
2 findings
moderate“service management and leadership was inconsistent. Leaders and the culture they created did not always support the delivery of high-quality, person-centred care”
critical“The registered manager has failed to make sufficient improvements since the last inspection. The service has been rated as Requires Improvement at the last 3 consecutive inspections.”
staff competency
1 finding
moderate“One staff member didn't know how to change a catheter bag, and I had to tell them”
person centred care
1 finding
minor“I think the company leaves a lot to be desired, but the carers are very good. The company has been disorganised, but they have got better lately”
staffing levels
1 finding
critical“Of the 4 staff files we reviewed, 3 did not contain sufficient information to be assured new staff were safe to work in care.”
record keeping
1 finding
critical“The records they sent to us had not been created until we had requested them, although they were dated earlier, and had not been evident when we reviewed people's care plans.”
missed or late visits
1 finding
moderate“On average, some carers arrived from between 15 to 24 minutes later than scheduled. One person said care staff stayed for 8 minutes on one call, when they were paying for 30-minute visits.”
consent capacity
1 finding
moderate“A document within their care record stated they may not always want to take their prescribed medicines and this was their choice. This document had been signed by the person's relative on their behalf.”
incident learning
1 finding
critical“Some incidents of abuse or alleged abuse had not been notified to CQC as required and in line with regulatory requirements.”
medication management
1 finding
moderate“A MAR for this person showed significant gaps in recording. Between 1 and 18 November, medicines were 'not taken' on over 70 occasions.”