Pannonia Care

There was a continued lack of management oversight of the service and the registered provider had not ensured they maintained good records in relation to people's medicines. Some people were receiving care from other care agencies in conjunction with Pannonia Care, but there were no arrangements in place for who would oversee this person's care in terms of auditing records or the quality of care provided.

Systems and processes were not adequate enough to support a well led service and the registered provider had failed repeatedly to operate a service that was rated good.

People felt safe in staff hands and relative's confirmed staff wore personal protective equipment when needed. Risks to people had been identified and guidance was in place for staff to help reduce these risks. In addition, there was a large amount of information in people's care plans to help staff provide appropriate care.

The agency was flexible in their approach to people's care, letting people decide how they wanted their care call to go. Staff showed a caring and respectful approach to people and good relationships had been developed.

Staff provided food and drink to people as they needed it and staff undertook training to help ensure they were competent in the way they care for people.

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 registered manager kept up to date by reading information from the Care Quality Commission. They wished to expand the agency and start to recruit additional staff.