critical“There was still no formal monitoring system used to monitor late and missed calls. Therefore, we could not evidence if all care visits took place as agreed.”
critical“The provider did not have suitable quality assurance processes in place to ensure people received safe care. There were no quality monitoring systems in place.”
record keeping
2 findings
moderate“two application forms had not been adequately completed, to enable the service to determine who they should request references off.”
moderate“Communication with external health and social care professionals was not recorded, therefore, the service could not evidence when it took place, what was discussed, or the outcome.”
leadership
2 findings
moderate“the registered manager was not able to demonstrate that she understood how to use it to monitor performance.”
moderate“The recently recruited registered manager was employed for approximately six hours a week...availability of the nominated individual was limited due to other commitments.”
staffing levels
1 finding
moderate“lack of appropriate references had not been addressed. This showed a lack of oversight by the registered manager.”
care planning
1 finding
critical“People's care plans were not person-centred. All care plans we viewed had similar information on people's needs and preferences. The information was also generalised and lacked details.”
medication management
1 finding
critical“The provider did not manage medicines as required by national guidance...did not provide staff with directions on how to apply creams for each person and how to record this support.”
consent capacity
1 finding
critical“The provider was not working in accordance with the principles of the Mental Capacity Act...no evidence available to show that the provider had checked that these relatives had the legal right.”
supervision appraisal
1 finding
moderate“Staff did not receive regular supervision. In staff files, we saw one supervision record for one member of care staff.”
staff competency
1 finding
moderate“The provider could not assure us that all senior staff were suitable for tasks that were allocated to them...no evidence that they had received appropriate training and support.”
safeguarding
1 finding
moderate“The provider did not monitor this. People and relatives could have the capacity to agree to this support...the lack of oversight from the service could lead to a potential risk of financial abuse.”
missed or late visits
1 finding
moderate“There was no monitoring system used to monitor late and missed calls. Therefore, we could not say if all care visits took place as agreed.”
infection control
1 finding
moderate“May's Home Care managers did not monitor this to ensure all staff undertook this test or to record the results, as required by the national guidelines.”
staff training
1 finding
minor“The registered manager had limited knowledge of their obligation under the duty of candour.”