Human Support Group Limited - Doncaster is rated Good overall following a focused inspection of Safe, Responsive and Well-led domains, with Responsive remaining Requires Improvement due to inadequate care record auditing, unresolved concerns about rushed care calls, and staff not always having sufficient travel time between visits. The service demonstrates clear strengths in safeguarding, medicines management, recruitment and leadership culture.
Concerns (5)
moderateCare planning: “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.”
moderate
Record keeping
: “Systems in place to audit care records were not effective. Audits did not review all records and covered a selection people using the service.”
moderateComplaints handling: “Some people told us staff were rushed and they had raised this with the management team. People told us this was not appropriately addressed.”
moderateMissed or late visits: “We don't have travel time between calls, so we are rushing about. I have raised this with the office, but nothing changes.”
moderatePerson-centred care: “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.”
Strengths
· Risks to people were assessed and mitigated; staff completed daily records evidencing safe support and no missed calls were recorded.
· Medicines were safely managed with regular audits, staff training and competency checks prior to administration.
· Staff were recruited safely with pre-employment checks including references and criminal records checks.
· Care plans were person centred and accessible to staff via an online handheld system.
· Staff received regular supervisions, attended team meetings and benefited from staff initiatives such as care awards and newsletters.