critical“we found two safeguarding concerns had not been escalated properly to CQC”
governance
1 finding
moderate“Governance systems did not provide effective oversight of the service and its performance.”
staffing levels
1 finding
moderate“A high turnover of staff had impacted at times on the continuity of care.”
missed or late visits
1 finding
critical
“they had not initially identified the two missed visits we had found.”
communication with families
1 finding
moderate“There is a lack of communication. You can wait ages for a reply. It is so frustrating and causes such distress.”
complaints handling
1 finding
moderate“Management can be defensive if you try to raise things. I felt like I was in the wrong, it put me off so I don't bother anymore.”
person centred care
1 finding
moderate“Daily records seen were task led focused and did not always reflect people's mood, wellbeing and their individual preferences and wishes.”
record keeping
1 finding
moderate“not all versions kept in people's homes or that they could access electronically were accurate, despite them advising the office staff of this.”
incident learning
1 finding
moderate“there were inconsistencies in the analysis and follow up to identify lessons learnt, duty of candour and prevent reoccurrence.”
leadership
1 finding
moderate“the service management and leadership was inconsistent. Leaders and the culture they created did not always support the delivery of high-quality, person-centred care.”