Complete Care Windsor

“There was no effective system of audits or quality monitoring in place. Managers were unable to demonstrate that risks had been identified, reviewed or acted upon. This meant there was a lack of assurance that risks to people’s safety, such as medicines, were being detected and managed promptly.”

“The provider did not have evidence of accidents or incidents being consistently recorded, reviewed or analysed. As a result, opportunities for learning and service improvement were missed. However, staff understood their responsibility to raise concerns and report incidents.”

“There were incomplete visits and gaps in daily care records, which meant managers could not be assured people consistently received care and support as planned. Managers had recently introduced a new electronic recording system and were working with staff to improve the consistency and quality of record keeping.”

“While governance systems were ineffective, we also identified areas of good practice, including positive engagement with people and professionals. Managers were visible within the service and worked with people to develop person-centred support plans. They focused on supporting people to meet their needs and preferences and worked with other professionals to help ensure continuity of care.”

“Staff received mandatory training to support them to carry out their roles safely. Staff described how they promoted people’s right to consent, respected privacy and maintained dignity. People and their families were treated with kindness, empathy and compassion.”