18 April 2016
During a routine inspection
There was a registered manager in post, but they were not based full time at this location. The registered manager did visit the office during our visit and we did have a brief discussion with him. The service was managed on a daily basis by a branch manager who advised that they were supported by the registered manager. The branch manager was present during our inspection.
A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.
Recruitment procedures were not robust to ensure all the required information was obtained before people commenced employment.
People did not always receive a reliable and consistent service, as some people had experienced late and missed calls.
The registered manager had failed to meet the requirements of their registration with the Care Quality Commission as we found a number of incidents that had occurred within the service that had not been reported as required.
Quality assurance systems were not effective and had not identified the shortfalls we found during this inspection.
You can see what action we told the provider to take at the back of the full version of the report.
Staff had received training and knew how to report and deal with issues regarding people’s safety.
People told us they received their medicines as prescribed, but the medicine records were not always completed to demonstrate this.
Risk assessments and care plans had been developed with the involvement of people. People had equipment in place when this was needed, so that staff could assist them safely.
Staff understood that people have the right to refuse care and that they should not be unlawfully restricted.
People received care from staff that were respectful and caring and ensured that people’s privacy and dignity was maintained. People had someone they could talk to if they were not happy about the service they received.
Feedback was sought from relatives about the service provided to their family member.