moderate“Sometimes the staff are not very welcoming or friendly... had not always found all staff to be kind and compassionate. They had not always felt heard, respected or validated by all staff.”
staffing levels
1 finding
moderate“The carers are very stretched, especially the teatime to evening shifts, so I know they can't always stay the full time.”
communication with families
1 finding
moderate“Staff had failed to confirm if a person's family had been informed of their loved one's admission to hospital or to maintain contact as per the provider's hospital admissions policy.”
consent capacity
1 finding
minor“The provider's 'Decision making and the MCA' policy, did not reference the actions to take if a person was assessed as lacking the capacity to make a specific decision.”
complaints handling
1 finding
minor“Some people we spoke with said they did not know how to raise a complaint.”
governance
1 finding
minor“since the change of provider there had not been a complete transition to ensure staff used all of the provider's required paperwork, for example, for incident reports.”