critical“Systems and processes to ensure monitoring and oversight of the quality and safety of the service were not operating effectively. Audits and quality assurance checks did not identify the issues found on inspection.”
staffing levels
1 finding
critical“The provider failed to ensure sufficient staff were available to deliver care to people at agreed times specified in their care plans.”
missed or late visits
1 finding
critical“The lateness can vary up to 30 minutes. On one occasion it went up to an hour... Some carers are staying six or seven minutes then writing on their app that they have done everything.”
care planning
1 finding
moderate“Care plans and risk assessments did not always provide staff with the up to date information regarding people's needs.”
record keeping
1 finding
moderate“Care records did not always hold the most up to date information regarding people and their care needs.”
supervision appraisal
1 finding
moderate“Staff had not received supervision and their competencies had not been assessed for over 12 months.”
staff competency
1 finding
moderate“Staff had received training in how to support people with their medication but checks on their practice had not taken for over 12 months.”
communication with families
1 finding
moderate“The provider did not have effective communication systems to ensure people could contact management to raise any concerns or discuss their packages of care.”
complaints handling
1 finding
moderate“Not all people using the service were confident their concerns would be dealt with... 'I have recently sent an email but have had no response, so communication is not the best.'”
leadership
1 finding
moderate“Due to staffing pressures, the registered manager was unable to effectively monitor call delivery, oversee staff supervisions and spot checks, review people's care, ensure care records were up to date.”
safeguarding
1 finding
moderate“the registered manager had failed to notify CQC of a safeguarding concern that had been bought to their attention. This was immediately rectified during the inspection.”