minor“Not all people using the service were fully aware of who they could complain to.”
moderate“Guidance for staff about how to manage and mitigate risks to protect people was inconsistent.”
governance
2 findings
minor“The registered manager told us they have not yet carried out a formal quality survey amongst people using the service but planned to do this in the next few months.”
critical“The providers governance audits and checks had not been consistently completed at the frequency the provider had stated they were required.”
staff training
1 finding
minor“One person was unsure about the training staff received. They told us staff did not understand technical aspects of special equipment they used and this had caused problems.”
medication management
1 finding
moderate“Medicine administration records for three people during March 2022 showed missing staff signatures.”
missed or late visits
1 finding
moderate“There was no evidence care calls were being effectively reviewed and monitored to ensure people received their care as expected and assessed for.”
record keeping
1 finding
moderate“A recent complaint about a missed call had not been logged. The registered manager post inspection advised this was an oversight.”
complaints handling
1 finding
minor“The complaints log had not been kept up to date.”
infection control
1 finding
minor“some relatives told us how staff would at times, wear their face mask under their chin or not at all.”
staffing levels
1 finding
moderate“on two occasions, one care staff member attended a call when this should have been two care staff.”
communication with families
1 finding
minor“We received a mixed response about people's experience of being advised if care staff were running late.”