This first inspection of CRG Homecare South Tyneside rated the service Good overall, with safe, effective, caring and responsive all Good but well-led rated Requires Improvement due to inconsistent rota management, communication gaps and staff unawareness of digital records. People felt safe and praised caring, well-trained staff, and a new manager was appointed during the inspection to address identified improvements.
Concerns (6)
moderate
Missed or late visits
: “Rota management was not always well-managed to ensure people received timely and consistent care from the same staff.”
moderateCommunication with families: “some people and staff told us communication was not always effective from the office. People were not always informed when their calls were going to be late”
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.”
minorRecord keeping: “several staff told us they were not aware this information was available on the work 'app' on their telephone.”
minorSupervision / appraisal: “Not all staff said they felt supported. This was discussed with the new manager who said it would be addressed.”
minorStaff training: “The staff training matrix showed staff received safeguarding adults training three yearly. The provider was advised the frequency needed to be more regular”
Strengths
· People felt safe and trusted staff; safeguarding procedures were understood
· Risks were assessed and mitigated; staff recruitment was safe and effective
· Medicines were managed safely with complete records and regular checks
· Comprehensive induction including the Care Certificate and ongoing supervision
· Staff worked closely with other agencies including GPs to provide co-ordinated care
Quality-Statement breakdown (22)
safe: Assessing risk, safety monitoring and managementNot rated
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Staffing and recruitmentNot rated
safe: Using medicines safelyNot rated
safe: Preventing and controlling infectionNot rated
safe: Learning lessons when things go wrongNot rated
effective: Staff support: induction, training, skills and experienceNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawNot rated
effective: Supporting people to live healthier lives, access healthcare services and supportNot rated
effective: Supporting people to eat and drink enough to maintain a balanced dietNot rated
effective: Ensuring consent to care and treatment in line with law and guidanceNot rated
caring: Ensuring people are well-treated and supported; respecting equality and diversityNot rated
caring: Supporting people to express their views and be involved in making decisions about their careNot rated
caring: Respecting and promoting people's privacy, dignity and independenceNot rated
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesNot rated
responsive: End-of-life care and supportNot rated
responsive: Meeting people's communication needsNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringNot rated
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; duty of candourNot rated
well-led: Engaging and involving people using the service, the public and staffNot rated
well-led: Continuous learning and improving care; Working in partnership with othersNot rated