Archived: Primrose Park Limited - Telford

People's relatives told us they were satisfied with the service. They said they were involved in planning and reviewing care. One person said any problems were, "sorted out quickly". They spoke positively about the support offered by senior staff.

Care plans had been reviewed and updated and copies kept in people's homes.

Systems were not in place to make sure people were safely supported with medication.

Potential risks were posed to people by poor records management.

Staff told us that they had enough training to carry out their role. They said they were well supported by a senior member of staff. Staff were not always supervised in line with the service's policy.

Management systems were not in place to maintain quality and safety for people and staff.

Following the inspection the service told us that they were planning to close the Telford office and that alternative arrangements would be made for people using the service. This means that any action we were planning to take has been suspended.

People said they had friendly staff who were on time. They said they were treated with respect and asked about how they wanted to be supported. Agreed care plans were now in their homes for staff and people to refer to. These were not all up to date. One person described staff as, "Like our family".

Procedures were not consistently applied to identify risks. Where risks had been identified steps had not been taken to reduce the likelihood or consequences of that risk.

Systems were not in place to make sure people were safely supported with medication.

Potential risks were posed to people by poor records management. We alerted two councils to safeguarding matters so action could be taken to keep people safe.

Systems were not in place to make sure that people were supported safely with medication.

Staff told us that they had enough training to carry out their role. Staff told us that they felt well supported by the manager and senior staff.

Management systems were not in place to maintain quality and safety for people and staff.

We are taking further action as insufficient progress had been made.

People were pleased with a reliable service, but no one had seen or agreed their support plan. People said they had 'Friendly', consistent staff that they felt safe with and 'Told them what to do.' Their comments and complaints were not recorded, but people were satisfied with the outcome.

Procedures were not followed to identify and reduce risks to people and staff. People's health and welfare was not protected by the medication system. Potential risks were posed to people by poor records management and inaccessible records.

Staff said "Training was good quality". We found there was limited opportunity for staff to improve their practice through regular meetings and appraisal. Staff wanted guidance and better communication to provide more consistent care.

We were not notified when management changed. Management arrangements were not transparent for people to report concerns or complaints, should they arise.

Management systems were not in place to maintain quality and safety for people and staff. The Telford manager had not been provided with company tools to do so. This was rectified. We found non-compliance with several regulations. There was limited management capacity at the agency to address this until staff vacancies were filled.