Veracity Healthcare was rated Good overall at this first inspection, with safe, effective, caring and responsive all Good but well-led rated Requires Improvement due to weak governance systems and limited audits. Areas for improvement included medicines protocols, person-centred care planning, COVID-19 risk assessments and end of life record keeping.
Concerns (11)
moderate
Governance
: “The governance systems in place were not robust. Minimal audits had been carried out which meant the provider did not always identify areas for improvement.”
moderateMedication management: “protocols were not in place to guide staff when to administer 'as and when required' medicines.”
moderateCare planning: “some areas of the care plans required more person-centred information. For example, to contain, people's like, dislikes and how they wish to receive their support.”
moderateRecord keeping: “Risk to people were assessed to ensure measures were put in place to mitigate these risks. Some risk assessments required further detail to ensure records were robust.”
moderateInfection control: “Individual COVID-19 risk assessments were not in place for people and staff. The provider addressed this during the inspection.”
moderatePerson-centred care: “Some work was required to ensure the service delivered a fully person-centred service.”
minorStaff competency: “Competency assessments were carried out by the management team but not recorded.”
minorMissed or late visits: “Occasionally timing can be off, for example two hours early”
minorEnd-of-life care: “Records did not always show people had been given the opportunity to discuss their end of life wishes.”
minorCommunication with families: “another professional told us the management team was sometimes difficult to contact and work was required to improve working relationships”
minorSupervision / appraisal: “The majority of staff had only worked at the service a short period of time so had not yet had their supervisions.”
Strengths
· Staff were kind and caring, with people developing positive relationships with their carers
· People's privacy and dignity were respected and maintained
· Safe recruitment and safeguarding processes in place; staff felt confident reporting abuse
· Staff received an induction including the Care Certificate and shadowing
· Complaints were investigated and responded to in line with policy, with lessons learned
Quality-Statement breakdown (23)
safe: Using medicines safelyNot rated
safe: Assessing risk, safety monitoring and managementNot rated
safe: Staffing and recruitmentNot rated
safe: Preventing and controlling infectionNot rated
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Learning lessons when things go wrongNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawNot rated
effective: Staff support: induction, training, skills and experienceNot rated
effective: Supporting people to eat and drink enough to maintain a balanced dietNot rated
effective: Staff working with other agencies to provide consistent, effective, timely careNot rated
effective: Ensuring consent to care and treatment in line with law and guidanceNot rated
caring: Ensuring people are well treated and supported; respecting equality and diversityNot rated
caring: Respecting and promoting people's privacy, dignity and independenceNot rated
caring: Supporting people to express their views and be involved in making decisions about their careNot rated
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesNot rated
responsive: Meeting people's communication needsNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
responsive: End of life care and supportNot rated
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; Continuous learning and improving careNot rated
well-led: Working in partnership with othersNot rated
well-led: Engaging and involving people using the service, the public and staffNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringNot rated
well-led: How the provider understands and acts on the duty of candourNot rated