critical“There's been a few missed calls, where they just haven't turned up. / staff had not attended care calls for an extended period of 5 days.”
governance
1 finding
critical“The lack of management oversight of quality performance, staffing and recruitment meant people were placed at risk of harm. Breach of regulation 17(1).”
staff competency
1 finding
critical“Safe recruitment systems had not always been followed. This placed people at risk of harm. Breach of regulation 19.”
leadership
1 finding
critical“The manager had not begun the CQC registration process... no registered manager to be held accountable and legally responsible for any failing.”
missed or late visits
1 finding
critical“They're often late to calls and rushing off to the next, they've missed calls completely and I just think they haven't got enough staff.”
care planning
1 finding
moderate“They don't really know how to support [person]. They seem to have not really assessed her needs at the beginning.”
staff training
1 finding
moderate“The manager did not have oversight of staff training at the beginning of the inspection. This meant staff training could have expired without the manager's knowledge.”
communication with families
1 finding
moderate“The manager does not answer her phone and the communication is very slow.”
supervision appraisal
1 finding
moderate“There were no systems to obtain feedback about the running of the service. No way for the manager to have oversight of quality assurance feedback.”
person centred care
1 finding
critical“A person had been left without care support calls for a number of days. This meant the person had to rely on friends and family members to support with personal care.”