Human Support Group Limited - South Tyneside received an overall Good rating on its first CQC inspection, with staff providing kind and safe care, effective medicines management, and robust safeguarding practices. The Well-Led domain was rated Requires Improvement due to inconsistent care record guidance, late call communication failures, and ineffective office communication with people and staff.
Concerns (5)
moderate
Care planning
: “records did not always provide guidance to ensure people received consistent, person-centred care and support from all staff members.”
moderateMissed or late visits: “Staff did not always attend calls on time and people were not routinely informed when calls would be late.”
moderateCommunication with families: “People were not always informed when their calls were going to be late, staff were not verbally informed when they received additional calls on their roster.”
moderatePerson-centred care: “Each time I have a new person [staff member] I have to explain where everything is and what to do.”
moderateGovernance: “Records did not always provide guidance to staff of how people wished to be supported, explaining their routines and preferences.”
Strengths
· Staff knew about safeguarding procedures and people felt safe with the service provided.
· Medicines records were complete and staff had received training on safe handling of medicines with regular audits completed.
· Safe and effective recruitment practices were followed to help ensure only suitable staff were employed.
· Staff supported people in a kind, caring and patient way, described as 'brilliant' and 'fantastic' by relatives.
· People were supported to have maximum choice and control of their lives in the least restrictive way possible.
Quality-Statement breakdown (22)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Using medicines safelyGood
safe: Learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Preventing and controlling infectionGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
effective: Staff support: induction, training, skills and experienceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: End of life care and supportNot rated
responsive: Improving care quality in response to complaints or concernsGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringRequires improvement
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving care; Working in partnership with othersGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood