critical“The local authority safeguarding team had not been notified and the provider did not take appropriate and effective action to protect people either during or after the providers investigation.”
staff training
1 finding
critical“Not all staff had received safeguarding and whistleblowing training. Where training had been provided the training was not put into practice.”
staff competency
1 finding
moderate“New staff that did not have a health or social care qualification, were not given the opportunity to complete the Care Certificate.”
record keeping
1 finding
critical“Staff recruitment practices were not safe. The provider did not keep clear records of the recruitment process.”
care planning
1 finding
moderate“Care plans were not always personalised to the individual. Care plans did not always record details about each person's specific needs and how they liked to be supported.”
complaints handling
1 finding
critical“There was not a record of complaints in place. We saw and heard that complaints were not dealt with in keeping with the complaints policy and procedures.”
governance
1 finding
critical“The provider did not have an effective overview of the service. We identified issues at this inspection that had not been identified by the providers quality assurance processes.”
communication with families
1 finding
moderate“There was no information in place to enable the provider to meet the requirements of the Accessible Information Standards (AIS), should this be required.”
incident learning
1 finding
moderate“There was not an overview or analysis of incidents. There had not been any incidents recorded since the new Registered Manager was appointed.”
cultural competency
1 finding
moderate“Two relatives told us they preferred to receive written communication in Urdu, and two in Punjabi. We did not see any alternative communication for people with communication difficulties.”
end of life care
1 finding
minor“The care plans we reviewed did not cover end of life care. We did not see any evidence that people or their relatives were being given the chance to consider this subject.”
person centred care
1 finding
moderate“The provider did not fully consider people's equality characteristics, for example where people's first languages were Punjabi and Urdu written consultations were not available in these languages.”