critical“Information within people's care plans was limited and did not provide adequate guidance or direction to support person centred care.”
person centred care
1 finding
critical“there was not enough information about people's personalised care needs in care plans. This was a breach of regulation 9 (Person Centred Care)”
missed or late visits
1 finding
critical“People experienced inconsistent timings of their care visit. People were not consistently informed when staff were going to be late.”
other
1 finding
critical“Risks of people had been assessed however these were generic and in places contained names of other people using the service.”
staff training
1 finding
moderate“in three staff files reviewed, application forms had not been completed in full and the provider had not explored gaps in employment history.”
governance
1 finding
moderate“Whilst the provider had quality assurance systems in place these had not been effectively used to identify where quality was compromised.”
leadership
1 finding
moderate“Relatives told us they struggled to communicate with the registered manager due to language barriers and felt that communication and response to telephone calls was poor.”
complaints handling
1 finding
moderate“One relative told us they had raised a concern relating to the lateness of calls, however, did not feel the registered manager had listened to them or made changes.”
record keeping
1 finding
moderate“Daily notes did not consistently contain the start and end time of each visit.”
communication with families
1 finding
moderate“There was a lack of evidence of engagement between the registered manager and people.”