247 Home Care Ltd

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People had an electronic care plan in place. However, some of the information, including the impact of people's health conditions was limited. This did not ensure staff had the required information to support people in the best possible way. Staff had not always documented an account of the visit, and some terminology used was not respectful or demonstrated a lack of understanding of people's needs. People were generally happy with the support they received and were enabled to be part of their community, as part of their care package if needed. People and their relatives knew how to raise a concern or a formal complaint. They felt they would be listened to, and action would be taken to resolve their concern.

There was a quality auditing system in place, but it was not always effective, as shortfalls were not consistently being identified or addressed. This included those areas identified in this inspection such as risk management, the safe administration of people's medicines, recruitment procedures, care planning and staff training. The provider did not have a deputy or care manager so was finding both roles of registered manager and provider, a challenge. They also completed people's support which took them away from their management responsibilities. This had impacted on their management oversight and the quality of the service. People and their relatives were encouraged to give their views about the service and a positive culture was promoted.