CRM Healthcare Solutions Ltd

People and their relatives were complimentary about the care received and they praised staff for their caring, empathetic approach and their attention to detail. The service provided was punctual, with consistent carers who always stayed for the duration of the care call. Daily notes written by staff were very detailed and holistic and not just based on the care tasks completed.

Care plans varied in their quality and some people’s care plans did not reflect their current level of needs and risk.

Risks were not always identified and documented and where risk assessments had been completed, these were often generic or did not provide enough information on how to practically mitigate risk. The provider and carers were very knowledgeable about the people they supported. Communication between the leaders in the office and staff meant care plans not being up to date had not impacted on the care provided to people. Medicines were not always given as directed due to timings of care calls, however this had not been identified, addressed or mitigated. More work was needed to ensure guidance was in place for staff around medicines to be given as and when required.

People and their relatives were actively involved in their care and felt listened to. Referrals to other health care professionals were done in a timely manner and outcomes for people were positive.

Leaders were passionate about delivering good quality care and had high expectations of staff. However, staff did not always feel listened to, supported or treated fairly. Staff well-being was impacted by rota planning and shift patterns and staff did not always receive payment for mandatory training or travel time. The provider had introduced some initiatives to improve staffs working week, but further improvements were needed.

There was a lack of oversight and quality checks by way of audits of care records. The provider was relying heavily on the electronic care system to highlight issues. This meant concerns we found on inspection had not been identified. We identified two breaches of regulation during this assessment in relation to safe care and governance. The provider was responsive to feedback throughout the inspection and took prompt action to rectify concerns identified. We have asked the provider for an action plan in response to the concerns found at this assessment.