minor“there was some mixed feedback where amendments had occurred to the rota people had been given, including change in times, different care staff and the frequency of this”
minor“Since 2020 there had been four missed visits. Records showed management investigated this, took appropriate action and carried out a review of lessons learnt”
communication with families
2 findings
minor“I don't always get told of the changes and that is unsettling and disruptive.”
minor“English was not the first language for the majority of care staff and we received feedback that language could sometimes be a barrier.”
staffing levels
1 finding
minor“some staff said this was not always the case and at times they had felt rushed and under pressure.”
care planning
1 finding
minor“inconsistencies with care staff not always following the safety measures in place, such as ensuring wheelchair locks were on, electrical equipment being turned off”
complaints handling
1 finding
minor“we were made aware of a quality care issue that had not been reported to management. We fed this back to the management to take appropriate action.”