Fastrack Resources Limited

The provider had not always carried out sufficient risk assessments. Staff training was not always up to date. There was no system in place for how information about each service user would be shared between the service and other organisations. Reviews of people’s care and support had not been carried out regularly.

The service had a good learning culture and people could raise concerns. Managers investigated incidents thoroughly. People were protected and kept safe. People’s medicines were managed well.

The provider had not always carried out sufficient needs assessments. There were insufficient systems for ensuring the provider kept up to date with legislation and national standards and embedded them in the service. People’s care and support was not always sufficiently monitored.

Staff worked well together. They supported people to live healthier lives. People’s rights and decisions regarding consent were understood and respected.

People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment and were supported to be as independent as possible. Staff responded to people’s immediate needs. The service supported staff wellbeing.

Not all people’s care plans were sufficiently person-centred. The provider had not met all the requirements of the Accessible Information Standard (AIS). It was not always possible to contact the service in a timely manner. There was no evidence all people had been supported to plan for important life changes, including at the end of their life.

People knew how to give feedback and were confident the service took it seriously and acted on it. People received fair and equal care and treatment. People were involved in planning their care and making decisions about their support. The provider understood the social care needs of the people they supported. People had good outcomes and experiences of the service.

Not all leaders demonstrated sufficient knowledge, skills and credibility to lead effectively. There were insufficient systems and processes in place to assess, monitor and improve the quality and safety of the services provided. There were insufficient systems and processes in place to ensure continuous learning and innovation across the organisation. The governance and oversight of the service was not used to develop a good improvement plan for the service.

Leaders and staff had a shared vision and culture based on listening and trust. Staff felt supported to give feedback and were treated equally. Staff understood their roles and responsibilities. Leaders and staff understood their duty to collaborate and work in partnership with people and other organisations.

We found breaches of regulation in relation to person-centred care, safe care and treatment, good governance, staffing and fit and proper persons employed. We have asked the provider for an action plan in response to the concerns found at this assessment.