Xperience Recruitment Limited was rated Good overall at its first inspection, with people feeling safe and well cared for by trained, kind staff. However, late calls, inconsistent staff deployment, gaps in recruitment and risk records, PPE concerns and limited confidence in raising complaints were identified, and the provider acted promptly on inspector feedback.
Concerns (8)
moderate
Missed or late visits
: “There is a problem with timekeeping sometimes. They (carers) say it is the traffic. They can be as much as twenty minutes late.”
moderateStaffing levels: “staff were not always deployed effectively and they experienced late visits”
moderateCare planning: “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.”
moderateRecord keeping: “we found that gaps in employment histories had not been checked. We raised this with the provider who immediately updated recruitment records.”
moderateInfection control: “I have had to remind carers to wear masks. They will pull their masks down exposing [person] to any infection.”
moderateGovernance: “many issues reported to us remained unknown to the provider”
minorComplaints handling: “I am concerned that if I complain, I will lose the care and there is no other agency we could have.”
minorStaff competency: “They are basically trained, but new ones need experience.”
Strengths
· People felt safe and supported by staff who completed regular safeguarding training
· Staff received appropriate training, regular supervision and yearly appraisals and felt valued
· People described staff as caring, kind and respectful of privacy, dignity and independence
· Person-centred care plans reflected individual needs, preferences and cultural/equality considerations
· Registered manager was responsive to feedback and took immediate action to address issues
Quality-Statement breakdown (22)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safely; Learning lessons when things go wrongGood
safe: Preventing and controlling infectionGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies; Supporting people to access healthcareGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and controlGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportNot rated
well-led: Promoting a positive, person-centred and empowering cultureGood
well-led: Duty of candour and openness when things go wrongGood
well-led: Engaging and involving people, public and staffGood
well-led: Quality performance, risks, regulatory requirements and continuous learningGood