Continuity Healthcare Services Private Limited

Since our previous inspection, processes, procedures and checks on the quality of service people received had been improved. However, governance systems were not established and did not always identify areas where improvements were required. New governance systems and quality assurance procedures needed to be embedded into practice, to ensure their effectiveness.

Staff training had improved, and staff received training in areas such as how to recognise the signs of abuse, and how to administer medicines safely. The provider had plans to continue to improve training.

Overall, people and staff confirmed there were enough staff to attend scheduled care calls. However, people told us sometimes staff arrived late, and communication when care staff were running late could be improved.

People's medicines were administered by trained staff. There was paperwork in place to record when people received their medicines. However, processes needed to be improved to record when people should receive medicines on an 'as required' basis, and how patch medicines should be administered.

It was not clear if people were supported to have maximum choice and control of their lives and if staff supported them in the least restrictive way possible and in their best interests. Policies and procedures were in place to test people's capacity, however, there was a lack of understanding about when best interests' decisions were required for people's care, and how decisions should be recorded.