Vista Home Care Services Ltd

Risks relating to people’s health, safety and welfare were assessed and reviewed regularly. Some improvements were needed to ensure a consistent approach to risk management. Where accidents occurred, the provider ensured lessons were learned and actions taken to reduce ongoing risk and keep people safe. Staff worked well with health and social care partners so people could safely move across care services.

The service had undergone many operational changes, and more time was required to ensure these changes, and the associated improvements became fully embedded. The provider’s governance systems had improved. Some audits needed further enhancement to ensure they continuously identified and implemented improvements. The provider was not always proactive in seeking feedback from people using the service. This meant there was a risk of inequity in outcomes for some people. Where people did raise issues, the provider took appropriate action to put things right.

Staff were recruited safely and had the necessary skills, training and support to carry out their role. Improvements were needed with regards to staff time management, which sometimes impacted on the quality and continuity of care people received. The provider had plans in place to address this and arranged care reviews so people could discuss any individual issues with care quality.

Robust safeguarding procedures were in place to protect people from abuse and poor care. Staff told us they felt confident to speak up and felt they would be supported to do so. The provider encouraged an inclusive working environment where staff were treated fairly and equitably.

Staff received regular training in infection prevention and had spot checks of their practices to ensure they understood their role in maintaining high standards of cleanliness and hygiene when caring for people.

People received their medicines as prescribed. Personalised protocols were not always in place for ‘as required’ medicines.

Electronic systems had been introduced to improve the quality of care records, staff rotas and governance systems. The provider was working to further improve the technology they used to ensure it met their needs.

The provider had a shared vision, strategy and culture. Their passion for delivering inclusive and person-centred care was reflected by the staff team.