moderate“some care records did not accurately reflect people's current needs. For example, one person's record did not contain up to date information about how staff assisted them to mobilise.”
record keeping
1 finding
moderate“Systems in place to audit care records were not effective. Audits did not review all records and covered a selection people using the service.”
complaints handling
1 finding
moderate“Some people told us staff were rushed and they had raised this with the management team. People told us this was not appropriately addressed.”
missed or late visits
1 finding
moderate“We don't have travel time between calls, so we are rushing about. I have raised this with the office, but nothing changes.”
person centred care
1 finding
moderate“Some people told us they did not have a choice of staff, to suit their preferences... They keep sending male staff, [relative] won't have personal care when it is a male.”