moderate“some calls were not logged on ECM therefore it was not clear whether the provider had fulfilled their contractual agreement. However, we cross referenced a sample of care calls and found a small percentage of calls ran late or were cut short.”
missed or late visits
1 finding
moderate“some felt staff were not always punctual and their visits were rushed.”
record keeping
1 finding
moderate“The provider's care plan auditing had not identified if the migration of people's care records on to the new system had been fully effective.”
care planning
1 finding
minor“one person's risk management plans had not been fully migrated to the new system.”
consent capacity
1 finding
moderate“One person had been assessed as having variable mental capacity, however sufficient guidance was not in place to guide staff on how to support the person if their mental capacity fluctuated.”
communication with families
1 finding
minor“People and their relatives reported they were not always sure of the names of staff who supported them or the times of their care visits.”
person centred care
1 finding
minor“Some people shared that a language barrier between themselves and staff had sometimes been an issue.”