moderate“there had been two missed calls in the month leading up to the inspection...six occasions when only one carer had either failed to turn up or had failed to turn up on time”
staffing levels
1 finding
moderate“staff did not always have sufficient information about people's needs or locations which made scheduling challenging”
person centred care
1 finding
moderate“not everyone had continuity of care because they did not have regular carers”
record keeping
1 finding
moderate
“Safeguarding records were kept but did not provide a clear audit trail of actions taken and timescales”
governance
1 finding
moderate“complaint had been investigated...stored in different places and not all kept as part of the initial investigation making it difficult to track through”
complaints handling
1 finding
moderate“there were details of the complaint and investigation, but we could not see clear outcomes and lessons learnt”
communication with families
1 finding
minor“lack of communication. There's been a change at the top...I feel they could have let me know...changes to the call schedule...not effectively communicated”
leadership
1 finding
moderate“improvements were not firmly embedded...attributed this to a number of senior staff being new to their post and still trying to get to grips with their role”
safeguarding
1 finding
critical“a safeguard was raised by a health care professional about omissions in their care...did not have continuity from a team of regular carers so may not always have had the care they required”
end of life care
1 finding
minor“Staff received some basic training as part of their initial induction which might not be enough for less experienced carers”