Call4Care Services Limited

“There had been recent significant changes to provider and management oversight of the service. Audit and quality assurance processes were not yet fully embedded or effective. Not all issues we found had been identified through audit processes.”

“Processes to assess and undertake regular checks of equipment such as bed rails or mobility aids needed improvements. Staff had not received the required level of moving and handling training. There were no records of spot checks to show staff were following good practice in infection prevention and control, or other areas of good care practice. Some areas of improvement were identified to ensure the safe administration and oversight of medicines. Care plans were in place but some key information was not up to date. The provider began to implement improvements when issues were brought to their attention.”

“Staff knew how to report and follow up on incidents or accidents. Risk assessments were in place for known areas of risk such as falls or skin breakdown. People’s needs were assessed. The provider communicated effectively with people, their representatives and other professionals to ensure needs were met including when these changed. Consent to care and treatment was sought but some improvements were needed to ensure person centred decision making when a person had reduced or fluctuating capacity to make their own decisions. People received care which was kind and compassionate. Their privacy and dignity were respected and their independence was promoted. Staff provided positive feedback about the support they received. Complaints were responded to in line with the complaints policy.”

“We have assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. The provider was not supporting anyone with this need at the time of assessment.”