moderate“There is a problem with timekeeping sometimes. They (carers) say it is the traffic. They can be as much as twenty minutes late.”
staffing levels
1 finding
moderate“staff were not always deployed effectively and they experienced late visits”
care planning
1 finding
moderate“some care plans lacked information on people's specific risks. We raised this issue with the provider who took immediate action to update the missing information.”
record keeping
1 finding
moderate
“we found that gaps in employment histories had not been checked. We raised this with the provider who immediately updated recruitment records.”
infection control
1 finding
moderate“I have had to remind carers to wear masks. They will pull their masks down exposing [person] to any infection.”
complaints handling
1 finding
minor“I am concerned that if I complain, I will lose the care and there is no other agency we could have.”
governance
1 finding
moderate“many issues reported to us remained unknown to the provider”
staff competency
1 finding
minor“They are basically trained, but new ones need experience.”