6 June 2013
During a routine inspection
People made mixed comments about the staff and the care and support they provided. One person told us; 'They are not always on time, but that doesn't really affect me too much.' Another said; 'On the whole I would say we do pretty well with them.'
We had received 'Whistle blowing' information from a person stating that they used to work for the provider and that employing and using staff without proper checks was commonplace.
The operations manager was unable to tell us which of his staff were trained in which skills, he agreed this was unacceptable.
We had already established that no reviews of care plans had taken place for several months and we had been told that no system or policy was currently in place for reviewing people's care needs.
We asked staff about how they would deal with complaints. It was clear they were unsure what to class as a complaint or how to deal with them.