Agency profile · CQC 1-221658269

Scott Care's Medway Branch

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Provider

Scott Care Limited

Medway · South East · Active since 09/0

Requires improvementHome-careRM: Arney, Lisa

Overall rating

Requires improvement

safeRequires improvement

effectiveGood

caringGood

responsiveGood

well-ledRequires improvement

Last inspection

3 years ago

14/Dec/2022 - 00:00

Inspected 3 years ago

Overview Inspections (6)Findings (8)Owner-management Methodology

Inspection reports (6)

Inspection report · 2022-12-30
Framework: KLOE · 20 pages · 109 KB · PDF
Requires improvement
safe: Requires improvementeffective: Goodcaring: Goodresponsive: Goodwell-led: Requires improvement
Scott Care's Medway Branch was rated Requires Improvement overall, remaining in breach of Regulations 17 and 18 due to persistent late and missed care visits, insufficient staffing, ineffective governance audits, and poor office communication with people and families. Caring, effective, and responsive practice were rated Good, with staff providing compassionate, person-centred support and the service having resolved previous breaches of Regulations 9, 11, and 16.
Concerns (8)

criticalStaffing levels: “The provider had failed to deploy sufficient numbers of suitably qualified, competent, skilled and experienced persons staff to ensure people needs were met regularly, timely and safely.”
criticalMissed or late visits: “Care calls were sometimes late or missed and people were not informed about these changes. This put people at risk of their care needs not being met.”
criticalGovernance: “The provider had failed to have effective systems to monitor the quality and safety of the service and mitigate the risks relating to the health.”
moderateIncident learning: “Lessons learned from accidents incidents and near misses were not always communicated effectively with staff...We saw no records of lessons learnt from this incident.”
moderateRecord keeping: “We identified a number of electronic MAR chart completed without staff signature...The audit failed to identify that MAR charts had not been completed.”
moderateCommunication with families: “People told us communication with the office was poor...They never call me back when they have said they will.”
moderatePerson-centred care: “The service did not make reasonable adjustments for people so they could be fully in discussions about how they received support. People received surveys...but the service failed to act on these.”
minorComplaints handling: “Where feedback received had been negative, we found no action plan recorded to show how it will be resolved. For example, one relative stated 'calls always late.'”

Strengths

· Staff recruited safely with DBS checks and two references including most recent employer
· People received kind, compassionate care with dignity and respect maintained at all times
· Care plans were person-centred and reflected people's individual needs, preferences and life history
· Effective infection prevention and control systems including regular spot checks and adequate PPE supplies
· Medicines administered safely with MAR audits, risk assessments, and annual staff competency checks

Quality-Statement breakdown (21)

safe: Staffing and recruitmentRequires improvement
safe: Learning lessons when things go wrongRequires improvement
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
responsive: Planning personalised care to ensure people have choice and controlGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsRequires improvement
well-led: Engaging and involving people using the service, the public and staffRequires improvement
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringRequires improvement
well-led: How the provider understands and acts on the duty of candourGood
well-led: Continuous learning and improving care; Working in partnership with othersGood

Inspection report · 2021-10-30

22 pages · 110 KB · PDF