G&C HEALTHCARE LTD

People had mixed feedback about the punctuality of staff. Some people told us they were often late and others told us they were generally on time. There was also mixed feedback about whether staff had ID badges on, so people knew who was supporting them. However, people and relatives were all consistently positive about staff being friendly and polite. People told us staff seemed to know what they were doing, and new staff had the opportunity to shadow more experienced staff first. Staff also consistently told us they received training and demonstrated their knowledge and records confirmed this. Staff were generally recruited safely but improvements were needed to ensure necessary information was always available.

There was an electronic rota system in place to allocate staff to attend to people’s calls. However, the electronic rotas showed staff were often allocated to 2 different calls for different people at the same time. This meant staff would have to decide which call to attend first and this may impact staff’s ability to be on time.

Medicines were managed safely, overall. People told us they were supported with their medicines appropriately and staff were knowledgeable about medicine processes. Some improvements were needed to ‘when required’ guidance and the recording of transdermal patch records, and provider acted on this feedback.

Staff were positive about the support they received and the approachability of the registered manager and management team. There were defined roles and responsibilities for the management team. Staff received checks on their competency to ensure people were supported appropriately. There were quality assurance systems in place to monitor the quality and safety of the service and medicines administration. Some improvements were needed to recruitment and rotas quality assurance systems to ensure these were consistently effective at identifying areas for improvement. The provider was responsive to our feedback and took swift action when we shared feedback.