19 May 2022
During a routine inspection
People’s experience of using this service and what we found
People were not always satisfied with the call timings. People told us they did not always know when staff would be arriving, and this was inconvenient to them. Systems were not in place to ensure people were given an accurate time for staff arrival to provide their care.
Medicine administration records were not always kept up to date and accurate.
Care planning and risk assessment documents did not always reflect the most up to date information on people’s needs. There was not an organised system in place to ensure care planning documents were promptly accessible and easy to find. We have made a recommendation to review the systems in place around care planning.
Staff were recruited safely within the service, suitably trained and understood safeguarding procedures.
People told us that staff were caring and respectful when they were providing care, and they got on well with staff. People’s information was securely stored.
Care plans reflected people’s preferences and likes and dislikes, and staff understood how people preferred to receive their care.
A complaints system was in place and people knew how to use it.
Staff were well supported in their roles and felt they could contact management for help as and when they needed. Staff told us communication was good, and they received equipment they required to do their jobs safely.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
This service was registered with us on 17 October 2020 and this is the first inspection.
Why we inspected
This was a planned inspection based on the date of registration.
Enforcement and Recommendations
We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to monitor the service and will take further action if needed.
We have identified breaches in relation to good governance.
Please see the action we have told the provider to take at the end of this report.
Follow up
We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will continue to monitor information we receive about the service, which will help inform when we next inspect.