Neo Community Services

Our rating for this key question has improved and safe is now rated as requires improvement. Improvements had been made in staff training and staff understood how to safeguard people from the risk from abuse. The provider had introduced a learning process and whilst this was investigating incidents the learning was not shared with staff. Staff training had improved, and all staff had up to date training in place, recruitment audits were completed, however these had not identified concerns with some checks not being in place. Risks assessment had improved, however some risks to people were not assessed and planned for. Where risks were identified to people’s safety, these had not consistently been assessed and plans had not always been put in place to reduce them. Where people received support with medicines administration improvements were needed to ensure safe practice.

Our rating for this key question has remained the same and effective is still rated as requires improvement. Improvements had been made to assessments and care plans; however further work was needed to consider people’s health needs. Whilst staff understood how to seek consent, documentation about people’s consent to their care was not in place. Staff understood information about people’s needs relating to personal care but needed to have increased knowledge around health needs.

Our rating for this key question has improved and caring is now rated as good. Staff were caring, kind and understood how to support people to maintain their independence. Information in peoples care records however sometimes lacked this level of detail. Staff were responsive to people’s needs and treated people with respect. The provider had systems in place to support staff wellbeing.

Our rating for this key question has improved and responsive is now rated as good. People’s individual needs were understood by staff, including protected characteristics. However, care plans did not always hold information about people’s preferences, around how protected characteristics were considered. Communication needs were met and information was provided in formats people could understand, however despite communication needs being assessed care plans lacked detail on how needs were met. End of life care and future wishes planning was not in place for people.

Our rating for this key question has improved and well led is now rated as good. The providers vision centered around equality, however there was no monitoring system in place to check the effectiveness of this strategy. Governance arrangements were in place however, these were not consistently effective. There were systems in place for learning, however the detail was not widely shared. Partnership working was undertaken by the management team and systems were in place to ensure staff had the freedom to speak up.