minor“new staff were not always introduced to them and if their regular carer was on leave or off work sick they were not always notified in advance”
minor“We received some feedback that communication from some staff was not always clear. We discussed this with the registered manager and we were confident this would be addressed.”
record keeping
2 findings
minor“until recently the MAR did not record the actual medicines administered to people and staff just signed to indicate they had administered medicines as prescribed”
minor“Call times were not always clearly recorded in people's notes. We discussed this with the registered manager and we were confident this would be addressed.”
medication management
2 findings
moderate“There was insufficient guidance about administering 'as required' medicines. Information was unclear about when and why such medication should be administered.”
moderate“There was insufficient information recorded regarding the management and application of people's creams. Instructions did not always indicate the frequency or where the cream should be applied.”
missed or late visits
1 finding
moderate“staff have arrived as late as 2pm for a lunch time call which is not acceptable”
person centred care
1 finding
moderate“staff do not always stay with my relative the correct length of time and don't always ensure they have sufficient to eat and drink”
complaints handling
1 finding
moderate“The agency seem to think they have dealt with my concern. However, nothing has changed and I still find the situation I find myself in unacceptable.”