moderate“There was no system in place to monitor the calls people received including the times of these. People and relatives raised concerns to us about this.”
moderate“They usually come about 9.25 but it was 11am before they came, no they didn't ring, usually they do, but they are so busy, poor things.”
medication management
1 finding
moderate“People's MAR did not record individual medicines for people as these were stored in blister packs ready for administration. This is not in line with best practice”
staffing levels
1 finding
moderate
“People were not always supported by regular care staff and they were not always aware of who would be offering the support.”
staff competency
1 finding
moderate“Although staff had received training, people and relatives raised concerns as staff did not always know how to support people.”
governance
1 finding
moderate“When audits had been completed, they were not always effective in identifying areas of improvement. For example, the medicines audit had not identified medicines were not individually recorded.”
complaints handling
1 finding
minor“I am not happy with how they respond to things. I just wish (management) would listen to you.”
care planning
1 finding
minor“They did come and see me at the start and asked me what I wanted, I haven't seen anyone since then”