Zinnia Care Limited

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 and relatives told us if they called the office to raise concerns of late or missed visits, they received poor excuses and no changes made to improve the service. The registered manager had been away from the service for a period of time but was contactable by office staff via phone. The deputy manager and care manager were managing the service in their absence.

Staff told us they received no support from the management and if they raised concerns they were labelled as not being a 'team player'. They felt under pressure to work additional hours and told us staff rotas were planned only a few days ahead. In addition, rotas were not always planned to allow enough time for staff to travel between visits which meant they were late arriving to some people. Staff told us the training they received from the service was not effective in preparing them for their role. We have made a recommendation about staff competency and skills.

People told us they usually had a core staff team and they built up a relationship with them. They felt safe in the presence of their regular staff. People told us all staff members were kind and caring, however due to poor organisation and rota planning, at times, they had to receive care from staff who were not familiar with their needs. People's dignity and privacy was promoted by all staff.

Risk assessments were in place to give guidance to staff in how to mitigate risks and support people safely. People were happy about how staff administered their medicines. Staff involved health or social care professionals in people's care when there was a need for it.

Care plans were in place to guide staff in how to meet people's needs. Care plan reviews involved people and their relatives where appropriate as well as any professional input where there was a need.

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.