Generixcare Luton

People also said that some new and agency staff were not well trained and did not have the skills to provide safe care. The provider was aware of this and was taking action to address the induction of new staff and improving access to face to face training for all staff including agency staff.

Although risks to people's health and wellbeing were assessed, guidance to staff about how to support people safely was not detailed enough to ensure consistently safe care. Not all staff understood what a risk assessment was, where to find one or how it related to their work.

Some people were not confident that staff were skilled in administering medicines and gave examples of where errors had been made. Although staff were trained in medicines administration, we found checks made to assess their competence following the training were not always robustly carried out.

Although staff received training in safeguarding people from harm or abuse, staff understanding of types of abuse, signs to look out for and processes for reporting concerns was not strong. The provider had not always reported incidents to the care quality commission in line with regulatory requirements.

Systems to monitor the delivery and quality of care were not always used effectively to identify where improvements to the service were needed. However, where the provider had identified areas for improvement, plans were in progress to take action to address shortfalls.

Measures were in place to manage the risks of COVID-19 including policies and risk assessments. Staff told us they had access to sufficient Personal Protective Equipment (PPE) and had received training on how to keep themselves and others safe from the risks of COVID-19.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported

this practice.

The service worked well with other health and social care providers to ensure people received appropriate care, and when shortfalls to this occurred, the provider was proactive in taking swift action to address this.

The registered manager used the views of people who used the service, their relatives and staff to learn and make improvements to the service.