27 January 2021
During a routine inspection
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.
People’s experience of using this service and what we found
At this inspection we found breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. These related to safe care and treatment and good governance.
People said they felt safe with the service provided. However, systems were not robust and staff deployment was not effective to ensure people's needs were met in a safe, timely and consistent way.
Staff knew about safeguarding procedures. There were opportunities for staff to receive training. Staff worked well with other agencies to ensure people received care and support. Most staff said they felt supported by the organisation and were aware of their responsibility to share any concerns about the care provided.
People received person-centred care from their regular care staff. However, records did not always provide guidance to ensure people received safe, consistent, person-centred care and support from all staff members. Systems were not in place for all people to receive their medicines in a safe way.
A quality assurance system was in place to assess the standards of care in the service. However, it needed to be more robust. Audits that were carried out had not identified issues that we found at inspection.
All people and relatives were complimentary about the direct care provided by support staff. They trusted the workers who supported them. They said staff were kind, caring and supportive of people and their families. Several people and staff said communication could be improved.
People had the opportunity to give their views about the service. There was consultation with staff and people. People said they knew how to complain. However, some people and relatives said they did not always feel listened to.
People were supported to have maximum choice and control of their lives, staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service did not support this practice.
Information was accessible to involve people in decision making about their lives.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 13/08/2020 and this is the first inspection.
Why we inspected
The inspection was prompted in part due to concerns received about staffing, medicines and people’s care needs. A decision was made for us to inspect and carry out a comprehensive inspection and examine those risks.
We have found evidence that the provider needs to make improvements. Please see the safe, effective, caring, responsive and well-led sections of this full report.
The provider was taking effective action to mitigate the risks to ensure people received safe care.
You can see what action we have asked the provider to take at the end of this full report.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress.