Domiciliary Care Croydon

Right Care: Staff did not always understand people's cultural needs. People told us they found some staff were inexperienced and were not aware of how to undertake basic tasks such as cooking and cleaning. The provider had failed to support staff with the knowledge and skills they needed to provide people with culturally appropriate care. Staff told us they would protect people from poor care and abuse but were unsure about recognising the signs of abuse and how to report concerns outside of the organisation. Although the provider told us they had enough staff to keep people safe, people told us staff were often late and sometimes did not turn up. People told us when this happened they did not always feel safe because this had an impact on their care and support. People's care plans were not always person centred and some risks had not been identified, this meant staff may not have the information they needed to care and support people appropriately.

Right Culture: People told us they sometimes had problems speaking to a manager when they had concerns. Some people felt when they did raise concerns they were not listened to because things did not improve. Staff turnover

had been high. The provider was recruiting new staff but this meant there was a lack of consistent care. Those people who had the same care staff visit them were happy with the care and support provided. However, the majority of people told us they did not know who would be supporting them or when they would be coming and this had a negative impact on their care. The provider had started to make improvements in this area and felt they would be able to improve staff punctuality and keep the same team of care staff with the same people to help with continuity of care. People did not always feel involved in planning their care. People told us they had received a visit at first to go over their care and support needs but information about their ongoing care and support was sometimes missing so they were unable to refer to this when they needed to. The provider had been working with the local authority to make changes to help improve people's care and support.