Unisus Group Limited

“Although the provider had processes in place to monitor the quality of the service and identify concerns, people’s experiences did not always reflect these systems. This indicated that quality monitoring arrangements were not consistently effective in identifying or addressing issues that mattered most to people using the service.”

“The provider did not ensure that people felt safe whilst receiving their care and support. Continuity of care had a significant impact on people’s experiences of the service. Many people and relatives raised concerns about staffing consistency, reporting a high number of different carers attending visits. In contrast, where small, consistent teams were in place, care was described much more positively.”

“The provider did not always ensure staff attending care calls had received appropriate training or had a sufficient understanding of people’s individual needs. Training records showed that required training had not been undertaken by all staff. As a result, the quality and consistency of care varied, and some people were supported by staff who were not always adequately prepared to meet their specific requirements.”

“People’s needs were assessed prior to them receiving a service. This information was used to ensure people received person centred care and support which was documented in their care plan. Assessments were in place to minimise risks and ensure people received appropriate care and support.”

“People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests.”

“Medicines were managed safely. Staff completed medicines administration training and were assessed as competent before supporting people with their medicines. This helped ensure medicines were administered safely and in line with people’s needs.”

“The service worked in partnership with relevant health and social care professionals to support people’s needs. Information was shared appropriately to help ensure care was coordinated and responsive.”