Wiltshire Base

“Staff had been recruited safely and had an induction when they started work which included training, assessments of competence and supervisions. Staff felt supported by the management of the service and said there was good teamwork and good communication. The provider had systems for promotion of staff wellbeing.”

“People’s needs were assessed and a care plan produced. This contained personalised information about people’s needs and any risks to people’s safety. Some people’s plans contained conflicting information or lacked some details in specific areas. We shared this feedback with management who said they would make changes without delay.”

“The provider had quality assurance systems which identified any areas for improvement. This included quality audits, unannounced spot checks for staff and regular phone calls with people and / or relatives to obtain feedback.”

“There was an open culture at the service which management said was a ‘no blame’ culture. Incidents and accidents were recorded and management completed reviews to identify any trends or learning. Staff said they could talk about incidents and what had happened and identify different ways of working to support people safely.”

“People had their medicines as prescribed; however, paper records did not contain all the information needed for staff when the electronic system failed. There was not always guidance available for staff for people who were taking anti-coagulant medicines. The provider was responsive to this feedback and said they would review their systems.”

“Staff asked people for consent before providing care and had been provided with training on the Mental Capacity Act 2005 (MCA). Staff understood the principles of the MCA; however, records did not demonstrate the MCA process had been followed consistently.”

“The service had a registered manager who was supported by the provider. There was an on-call system which enabled people, relatives and staff to contact management at any time. Management knew how to contact healthcare professionals which helped to make sure people’s health needs were met.”