Hartwig Care (Bexley)

People's experience of using this service

We found that the provider failed to carry out pre-assessments before people used the service. Appropriate risk assessments were not always completed, and risk management plans were not always in place to manage these risks, which included choking, skin integrity, equipment, falls, malnutrition, bedrails, Parkinson's, multiple sclerosis and epilepsy.

Staff were not always deployed to meet people's needs in a timely manner. There was a system in place to log and investigate accidents and incidents, however, these were not analysed and learning from this was not disseminated to staff. Staff had not received training in catheter care that could be evidenced. People's independence was not always promoted, and people's privacy and dignity was not always respected.

People or their relatives were not always involved in planning their care and support. People or their relatives' consent to care and support was not always documented. Governance systems were not always effective at identifying and reducing risks to people's safety.

Overall, medicines were safely managed. People were protected from the risk of infection. Appropriate recruitment checks were carried out before staff joined the service. There was a complaints system in place to manage people concerns effectively. Staff were supported through regular supervisions.

Rating: This was the first inspection of the service.