Fame 24 Hour Care Limited's first inspection rated the service Requires Improvement overall, with weaknesses in safeguarding notifications, governance oversight, staff continuity, missed/late visits and communication with families. Effective and Caring domains were rated Good, with positive feedback about staff training, kindness and medicines management.
Concerns (10)
critical
Safeguarding
: “we found two safeguarding concerns had not been escalated properly to CQC”
criticalMissed or late visits: “they had not initially identified the two missed visits we had found.”
moderateGovernance: “Governance systems did not provide effective oversight of the service and its performance.”
moderateStaffing levels: “A high turnover of staff had impacted at times on the continuity of care.”
moderateCommunication with families: “There is a lack of communication. You can wait ages for a reply. It is so frustrating and causes such distress.”
moderateComplaints handling: “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.”
moderatePerson-centred care: “Daily records seen were task led focused and did not always reflect people's mood, wellbeing and their individual preferences and wishes.”
moderateRecord keeping: “not all versions kept in people's homes or that they could access electronically were accurate, despite them advising the office staff of this.”
moderateIncident learning: “there were inconsistencies in the analysis and follow up to identify lessons learnt, duty of candour and prevent reoccurrence.”
moderateLeadership: “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.”
Strengths
· People received their medication as prescribed and staff managed medicines safely
· Staff followed good infection prevention and control practice and wore PPE
· Safe recruitment with DBS checks and references obtained
· Staff received induction, ongoing training, supervisions and appraisals; Care Certificate available
· People treated with dignity, kindness and respect; consent sought before care