moderate“"It is quite difficult to get through on the phone, as they don't pick up" and "I've had issues when it's out of hours - I've left messages that don't get back to anyone."”
governance
1 finding
moderate“Risk assessments contained inaccurate information and mistakes and some information was not well organised. The provider's audits had failed to address these issues.”
record keeping
1 finding
minor“Records of quality monitoring calls were formulaic and did not fully capture people's views on their care.”
care planning
1 finding
minor“Moving and handling plans were clear about how to support people to safely make transfers, however they did not clearly state how many staff were required.”
missed or late visits
1 finding
minor“Planned care times were not always well communicated. People told us this did not always work for them. Comments included "The times vary" and "They come at different times."”