CSK Support 24 Ltd was rated Requires Improvement overall following a focused inspection in June 2023, with a breach of Regulation 17 (Good Governance) identified due to ineffective audit systems failing to detect consistently late or missed care calls. Key strengths included safe recruitment, safeguarding practice, and a positive, open culture, but governance, record-keeping, and care call reliability require significant improvement.
Concerns (8)
criticalGovernance: “Governance systems were not robust or effective enough to monitor and improve the quality and safety of the service provided. Breach of regulation 17.”
moderateMissed or late visits: “They're supposed to come at 9 but it's 9.45. We found inconsistent call times in place for 6 people we reviewed.”
moderateRecord keeping: “Daily records were not completed when staff had attended to people's care. This meant the provider could not be sure that people had received their assessed care.”
moderateLeadership: “The management oversight in place for when the registered manager was absent was not clear.”
moderateCare planning: “Detail was basic in daily notes and did not capture the care delivered to people. This meant the provider could not be sure people received their agreed care.”
minorMedication management: “Some staff had limited knowledge of what the medication was that they were administering. One person told us, 'I have to tell them what my medication is, then they give it to me'.”
minorEnd-of-life care: “We did identify a gap in the training provided, this being around end-of-life care.”
minorStaff competency: “Some people we spoke with told us that staff did not always read the care plan. 'These new ones they're on their phones so I have to tell them what to do'.”
Strengths
· Staff were trained and skilled and demonstrated an understanding of people's care needs.
· Staff had regular supervision and team meetings covering current information and service improvements.
· Safeguarding concerns were raised in the expected timeframe and to all appropriate stakeholders.
· Staff were recruited safely with pre-employment checks including DBS and references completed.
· Complaints and concerns were addressed and responded to in a timely manner.
Quality-Statement breakdown (19)
safe: Assessing risk, safety monitoring and managementRequires improvement
safe: Systems and processes to safeguard people from the risk of abuse, learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyRequires improvement
safe: Preventing and controlling infectionGood
effective: Staff support: induction, training, skills and experienceRequires improvement
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesRequires improvement
responsive: End of life care and supportRequires improvement
responsive: Meeting people's communication needsRequires improvement
responsive: Improving care quality in response to complaints or concernsGood
well-led: Managers and staff being clear about their roles, quality performance, risks and regulatory requirementsRequires improvement
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Engaging and involving people using the service, the public and staffGood