28 June 2022
During a routine inspection
People’s experience of using this service and what we found
Overall people who used the service were satisfied with the care and support they received however the timing of people’ calls required improvement to ensure they were carried out when required to meet the person’s care and support needs..
Staff had access to personal protective equipment (PPE), although feedback suggested it was not always worn appropriately increasing risks of cross infection when delivering personal care.
Quality assurance and service auditing processes were in place although these were not always effective in detailing areas where improvement was needed. Audits and policies and procedures were generic and not truly reflective of the service provided.
People were supported to be as independent as possible while taking their prescribed medicines. When staff offered people support, they were competent to do so. Improvements to recording processes and audits would enable the provider to ensure medicines were given safely.
People, and their relatives were involved in their need’s assessment and the development of their care plans. Choices and preferences were documented so staff could deliver person centred care. Overall, people spoke highly of their staff teams valuing consistency of staff.
People’s dignity and privacy was respected, and staff told us how they listened to people and delivered care and support in line with their wishes.
Staff felt well supported and well trained. They felt listened to and had opportunities to seek advice and support from the manager.
Risk assessments were in place to reduce or mitigate identified risks and these could be updated as people’s needs changed, as could care plans.
Staff understood how to safeguard people from the risk of potential harm. People’s complaints were listened to and acted upon. The manager was open and transparent and took opportunities to seek feedback in formally about people’s experiences of care provided.
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 07 July 2017 and this is the first inspection as they have been dormant for the majority of this time.
Why we inspected
We carried out this inspection in response to risk and information received about the service. Overall the risks identified had been mitigated prior to our inspection.
Please see the action we have told the provider to take at the end of this report.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.