Kando Care Ltd

We identified 2 breaches of the legal regulations. People were happy with the care and support they received; however, people’s care records and risk assessments did not always provide sufficient guidance for staff, as there were missing risk assessments. This resulted in a breach of regulation 12 Safe care and treatment of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Potential new staff to the service underwent a series of checks to help make sure they were safe to support people. However, these records were not always of the standard required. This resulted in a breach of regulation 19 Fit and proper person employed of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. You can find more details of our concerns in the evidence category findings below. People were happy with staffs’ skills and knowledge. Staff had training, supervisions, and their competencies to deliver care checked. However, training certificates viewed, sometimes included up to 7 different topics trained in one session. This would increase the risk of learning not being embedded. The registered manager run refresher sessions on training topics with staff to help embed their skills and knowledge. People were supported by a consistent staff team, who knew their individualised needs and preferences well. There were enough staff to support people’s care call visits. People told us that staffs' timekeeping was good and that they experienced no missed care call visits. Staff completed safeguarding training and understood their role in keeping people safe. Staff knew how and where to report any concerns to. People had no concerns about how staff supported them with their medicines. The management team and staff shared learning. However, records throughout the service were not always to the standard required.

Staff knew the people they supported well. This included people’s individual preferences and wishes on how they wanted staff to support them. Staff sought consent from people before carrying out care tasks. People’s communication needs were documented clearly within their records to help guide staff on how to communicate effectively with them. This promoted people’s right to make informed choices. Staff adapted their communication and how information was presented to people to help aid people’s understanding.

People had specialist and adaptive equipment to help promote their independence. Staff promoted and maintained people’s independence wherever possible. This included encouraging the person they were supporting to do as much as they could for themselves. This helped people maintain their life skills where achievable. Staff understood the importance of people’s right to make their own choices and have these choices respected. Where agreed, staff helped people to access the local community. Staff understood and records prompted them of the importance, of responding quickly when a person was unwell or in an emergency.

People's diversity was considered and promoted within their care. Protected characteristics such as disability, ethnicity and religion were considered in the assessment process. People told us they were treated and respected as individuals and that staff respected and listened to their preferences. People received person centred care that supported their social needs, and interests. People were encouraged to feedback on the service provided.

We identified 1 breach of the legal requirements. Whilst people did not have any concerns around the management and running of the service, current systems to monitor and improve the quality of care provided had not always been effectively implemented. Audits had failed to identify areas of improvement in the records held for, but not limited to, accidents and incidents, medication support, people’s known risks and staff recruitment checks. As such, the quality monitoring of the service and its records did not meet the standard required. Audit action plans did not have clear information on who was responsible for the action and when the action was to be completed by. Staff were clear on their roles and responsibilities. There was a business continuity plan that included what to do in preparedness of an emergency such as climate events or staff shortages.