moderate“There were not always enough suitably experienced, skilled and qualified permanent care workers deployed to meet people's individual support needs.”
person centred care
1 finding
moderate“People said the agency staff seldom read the care plans to gain an understanding about how to provide person centred and consistent care.”
communication with families
1 finding
minor“The office never ring us to say the care worker is running late. I have had to ring before now just to check we were going to have a care visit as it was so late in the day.”
staff training
1 finding
moderate“Herts at Home training matrix did not reflect fire safety training and care workers confirmed they had not received this training.”
governance
1 finding
critical“The provider had not effectively used their quality assurance systems and processes to assess, monitor and improve the quality and safety of the service. This was a breach of Regulation 17.”
leadership
1 finding
moderate“Care workers advised the management culture from the top was not open and transparent, senior management were not approachable and did not serve to support them to do their roles.”
incident learning
1 finding
moderate“Despite these regular checks the senior management team were not aware of some of the issues identified through feedback with people, their relatives and staff.”