critical“The provider had been made aware of the concern but had not taken appropriate action to report it. We found systems and processes around safeguarding had not been effective to investigate and immediately respond to concerns.”
missed or late visits
1 finding
moderate“They don't let me know when they're running late. I know they have been very short staffed lately with all these extra calls. I think they have too many people to care for and not enough staff.”
governance
1 finding
critical“The provider had failed to implement robust audits and monitoring systems. This was a breach of regulation 17 (Good governance) of the Health and Social Care Act 2008.”
complaints handling
1 finding
moderate“I rang the office, and they didn't want to know about my complaint. I've stopped ringing them now, there's no point.”
incident learning
1 finding
critical“A relative had raised a significant concern with the office staff and the concern was not logged, passed on or reported to the local authority.”
staff competency
1 finding
moderate“All staff had also completed mandatory safeguarding training; however, this had not been effective due to some staff not recognising safeguarding concerns.”
infection control
1 finding
minor“Feedback from relatives was that staff didn't always wear face coverings.”