Pheonix Healthcare

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

The quality of the information in people's care documentation was not consistent; the templates used were satisfactory. Tasks written in people's daily notes were included within their care plans but for some people the information was not recorded, for example a task of applying a skin cream. The training matrix did not list training about mental capacity, and there was no evidence of catheter awareness training. Consent forms were in place and were signed. Some staff competency assessments were missing. There were satisfactory supervision records.

People and relatives said staff were kind and caring. There were some compliments recorded by the provider. The care records indicated whether people and relatives contributed to the care plans or care plan reviews.

Person centred language was not always used in people's daily notes. We made a recommendation about care plans. Most of the notes were focused on the tasks that were completed with little to no information about the person's physical, emotional or social wellbeing Examples included pads being changed and creams being applied. Complaints management was satisfactory and there were good investigations. Information about do not resuscitate orders in the electronic care system required review. There was no record of people's end of life preferences.

There was no manager registered with CQC. The provider was carrying on the service from a location that was not registered, but had submitted applications to CQC. There were some people, staff, and relatives'

surveys but they did not have analysis completed to understand key themes and trends. Staff meetings were held, however where there were actions to be taken there was action plan and not always a due date or named staff member responsible. A service or continuous improvement plan was not in place to capture actions where the provider found improvement was needed. Audits had taken place on personnel files, care files and staff training. However, audits were not completed on a regular basis and did not always follow up what was found at the previous audit.

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; the policies and systems in the service however did not support this practice.