moderate“Three of the 4 staff we spoke with said that there had been issues with a lack of management support in issues such as working long hours, being expected to respond to care calls on their days off.”
minor“We found that staff had not had many formal supervisions. However the registered manager told us that staff were on contracts where they did not always work regularly.”
governance
1 finding
moderate“Systems and practices for oversight and governance of the service were insufficient to monitor the quality and safety of the service provided.”
incident learning
1 finding
moderate
“The system of auditing had not identified improvements were needed to evidence all issues raised by people and staff had been followed up.”
person centred care
1 finding
minor“Actions were not always identified and acted on in surveys completed by people and staff. For example, 1 person stated they were not informed of changes to call times.”
communication with families
1 finding
minor“Another person stated some staff were difficult to understand because of strong accents. However, there was no evidence in place to show these issues had been followed up.”
cultural competency
1 finding
minor“A staff member had highlighted in a survey there needed to be more support for overseas staff such as a handbook explaining English phrases, habits and food preparation.”
medication management
1 finding
minor“We saw that the MAR chart did not record specific medicines that people took. It was recorded that people took the contents of their dosset box.”
record keeping
1 finding
minor“Where people did have a LPA this had not always been recorded in the care plan and a copy of the agreement had not been included in the file.”