Angelus Homecare - Ashford

Risks to people's safety had not always been identified. Risk assessments did not have all the information staff needed to keep people safe. Care plans did not always contain up to date information about people's medicines. It was not always clear which medicines people were prescribed. This meant staff did not have all the information they needed to provide safe care.

The provider had not ensured that staff were deployed sufficiently to meet people's assessed needs. People and relatives told us about issues from erratic call times, staff lateness and care visits being cut short because staff were rushing to get to the next care visit.

The service was not always well led. The provider had not carried out the appropriate checks to ensure that the quality of the service was maintained. The provider had failed to identify issues relating to risk management, medicines management, staff deployment and designing and providing care to meet people's needs we had identified.

Prior to people receiving a service their needs were not always thoroughly assessed. People's oral care, medicines and health needs were not always included in the information obtained before packages started to enable staff to provide safe, person-centred care and support. We made a recommendation about this.

The provider had an up to date infection prevention and control (IPC) policy. Staff had completed IPC training. Staff had access to enough personal protective equipment (PPE), however staff did not always wear PPE to keep themselves and people safe.

Staff had completed mandatory training; however, the provider's training records did not evidence that staff had completed additional training to meet people's assessed needs such as, diabetes, skin integrity and

Parkinson's disease.

Care plans were in place which provided a list of tasks for staff to complete. These were not always person centred or detailed enough to show new staff what all the tasks were. People and their relatives told us staff knew their needs and preferences well. They told us they had been involved with the care planning process.

People and relatives knew how to complain. Some people and relatives who had complained said changes had been made following their complaints. However, some people and relatives felt they were not always listened to as the same issues kept occurring. We made a recommendation about this.

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 supported this practice.