Errand Plus and Personal Services

Throughout the assessment, we found the service was not always safe. We found lessons learnt were not always being identified where appropriate and sometimes actions taken where not the most effective. Accident and incident forms were not being completed accurately. Systems and pathways were not being used to their full potential, for example we found lessons learnt illegible and evidence of their process being followed was incomplete. Processes for information sharing, held basic details and were incomplete. The service had a good knowledge of safeguarding, however their processes identified shortfalls and were unclear and we had concerns around their knowledge of the Mental Capacity Act. Risks were not always appropriately captured or assessed, and we had some concerns over the safety of medicines optimisation. example we found

There had been some improvement around the effectiveness of the service but we still found concerns in the review of peoples risk assessments and care plans. The service did not always note areas of improvement or offer a response where concerns were identified in feedback from people using the service. People did feel in control of their care needs and the service worked well with other partners.

We noted there had been some improvement within the service, people felt they were treated with kindness, compassion and dignity and their independence was promoted. They felt their needs were being met and there was a good work force and the staff seemed happy in their roles.

There was improvement around the responsiveness of the service, however the care was not always person-centred, and some processes were not robust and checked to ensure they captured all relevant information.

We had several concerns around the governance of the service. We were not assured the processes were embedded or robust. We had acknowledged the service had implemented a number of improvements since the last local authority assessment was carried out, however there was a number of areas which required further improvements to prevent people from being at risk of harm and to ensure the service had clear oversight of the shortfalls within the service.