Joy Caring Services Limited

“We received feedback from 17 staff and 23 people who used the service and relatives.”

“The provider had not ensured staff recruitment processes were robust, and oversight of staff training was not effective. People’s risk assessments and care records were not always sufficiently detailed or personalised to guide staff in supporting people with complex needs.”

“Staff did not complete medicine records well. We found gaps and inconsistencies in medication administration charts and there was no information about people’s wishes at the end of their life.”

“The provider did not have effective monitoring of visit times; reasons were not documented when visits appeared to have been missed or staff had arrived late. We found incidents were not always reported and there were some infection control issues.”

“The provider’s auditing processes and governance systems had not identified the issues we found during the inspection. The provider was receptive to our feedback and had already begun taking action to address concerns.”

“People and relatives described staff as kind, caring and respectful. People told us staff supported them to maintain their health and wellbeing, responded appropriately during emergencies and promoted dignity, privacy and independence. Staff worked positively with health and social care professionals.”

“Staff spoke positively about the culture of the service and described supportive leadership. The service demonstrated a commitment to learning and improvement, but stronger governance arrangements were required to ensure risks were identified, monitored and addressed consistently to support the delivery of safe, person-centred care.”