Golden Keys Care Agency Ltd

“Care records did not always provide staff with sufficient guidance to meet people's needs safely and consistently. Specialist advice was not always reflected in care plans and medicines records contained inaccuracies and inconsistencies. People and relatives described occasions when care visits were undertaken by carers who were not regularly involved in providing support. These staff were sometimes less familiar with people's routines, preferences and support needs, which affected the consistency of care.”

“Governance systems had not effectively identified or addressed concerns relating to care records, risk assessments, consent documentation, workforce records and outcome monitoring. As a result, leaders could not be assured risks were consistently identified, monitored and mitigated, or that people always received safe care. We have asked the provider to submit an action plan addressing the concerns identified.”

“We identified 4 breaches of regulation relating to medicines management, safe care and treatment, consent to care, staffing and good governance.”

“However, people and relatives were generally positive about the care they received and described regular staff as kind, compassionate and respectful. People were involved in decisions about their care, supported to maintain their independence and treated with dignity. The service demonstrated elements of Right Care, Right Support and Right Culture through a person-centred approach that promoted choice, inclusion and independence. Staff worked effectively with health and social care professionals to support people's wellbeing, and leaders were visible and committed to improvement.”

“Overall, people experienced caring and responsive support. However, improvements were required in governance, workforce assurance and leadership oversight to ensure people consistently received safe, effective and high-quality care.”

“In instances where CQC has begun a process of regulatory action, we may publish this information on our website after any representations and/or appeals have been concluded, if the action has been taken forward.”