Morecare Services(UK)Ltd

We identified 3 breaches of the regulations. The registered manager did not always ensure their safeguarding systems were used effectively to investigate and follow the provider's procedure after becoming aware of concerns or issues. When incidents or accidents happened, we were not assured the registered manager fully investigated those, and there was little evidence of any lessons learned from these events. The registered manager did not always ensure effective recruitment processes were in place to ensure, as far as possible, that people were protected from unsuitable staff being employed. The registered manager did not ensure clear plans of care and risks were in place for staff to minimise the risks to people’s health and wellbeing and take timely action to support people. Not all staff were up to date with, or had received, their mandatory training and competency checks to ensure they had the right skills and knowledge to provide effective care to people. The registered manager did not ensure they, and staff managed people’s medicine safely and properly. Staff were not fully trained and assessed as competent to support people with medication. The registered manager did not ensure staff attended people’s visits on time, stayed the right time and consistently communicated with people and relatives regarding any issues with visits. People, relatives and professionals were not always happy with the way the provider and staff communicated with them, and the care and support they provided to people.

The staff were not always caring. People were not always treated as individuals with kindness and respect. Staff did not always work with compassion and did not always maintain people’s dignity, promote their independence or support to make their own choices. People’s immediate needs were not always addressed in a timely way. Although staff did not put any restrictions on people, people were not always supported to have maximum choice and control of their lives. The policies and systems in the service did not always support this practice. The registered manager cared about and promoted the wellbeing of their staff and caring culture in the service. However, their lack of oversight of staff’s practice did not support or enable their staff to always deliver person centred care. Professionals provided us with mixed feedback about the registered manager and staff team, that indicated improvements were needed.

We identified 2 breaches of the regulations. The provider did not establish effective quality assurance systems to oversee the service and staff practices, and monitor the outcomes for people. The registered manager did not use the systems to identify shortfalls in the quality and safety of the service and ensure that expected standards were met. The registered manager and provider did not inform us about notifiable incidents in a timely manner. The registered manager and the staff team respected diversity in their workforce. Staff felt they were fairly treated, their wellbeing was considered and the registered manager encouraged the culture of supportive team. Staff agreed the provider would continually review and improve the culture of the organisation in the context of equality, diversity and inclusion.