moderate“In 2 settings the service was experiencing significant challenges with recruiting and retaining staff. In these settings, agency staff were used to ensure people's needs were met.”
governance
1 finding
minor“The provider had introduced additional internal quality assurance procedures...meant that information was no longer being shared with the commission 'without delay'.”
record keeping
1 finding
minor“Internet connectivity...and access permissions for agency staff meant there were occasions when paper-based records were used.”
complaints handling
1 finding
minor“The service had regularly received compliments from involved professionals and relatives. Systems for recording details of compliments received were less robust.”