moderate“"One came at 10.50pm one night and woke me up. They are all over the place."”
care planning
1 finding
moderate“"I've never had a care plan, I came out of hospital and they came in, no one asked me what I wanted or needed."”
person centred care
1 finding
moderate“Records made by care staff varied in evidencing a person-centred approach to care. Some gave detail but others simply listed tasks undertaken.”
medication management
1 finding
moderate
“one person raised concerns with us about how issues with timing of their calls affected the administration of their time critical medicine.”
end of life care
1 finding
moderate“A care plan for a person receiving end of life care did not include any specific detail about support staff may be providing in relation to the person's end of life needs.”
governance
1 finding
moderate“some improvements were needed to the audit system to make sure issues with care documentation, call times and other issues described to us by people...were addressed.”
complaints handling
1 finding
minor“"I don't like to complain and when I did so about the time, it didn't work so I haven't complained since"”
communication with families
1 finding
minor“Several people told us they had difficulty in contacting the office and the out of hours number. "The phone just rings and rings often, even the Out of Hours number."”
consent capacity
1 finding
minor“consent to care plans needed to be obtained following any review or change how the consent needed to be recorded on the care plan.”
infection control
1 finding
minor“Two people raised concerns about hygiene standards of some staff when supporting with food preparation.”