Dolphin Healthcare - Wiltshire

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• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

We looked at 1 quality statement in this category. There was a continued breach of well led. Systems were not in place to ensure good governance and oversight. The provider had not followed the necessary reporting processes required by the CQC or the local authority.

This service scored 25 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Shared direction and culture during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

Staff told us regular assessments of competency were undertaken, however we did not receive complete records from the provider to demonstrate this. This meant the provider could not be assured that staff were working with people in a competent way. Staff were able to demonstrate they were trained in the required aspects of medicines administration to meet the needs of all people, however they were not always supporting people to take medicines safely. This meant people were at risk of receiving unsafe support with their medicines. Staff had not reported to the provider when they changed the support provided to a person and started to supported them with their medicines. This meant the provider did not have oversight of the services provided. Staff could explain when they needed to report issues to the manager and to follow company policies and procedures.

Medicine audits had been completed but had not identified issues found during the assessment. One person had no "as required" (PRN) protocols in place but the management audits did not identify this. No other service audits were made available during the assessment. This meant the provider could not demonstrate they had appropriate oversight of the systems and processes. The provider had not reported a safeguarding concern to the local authority or to the CQC. The inspector addressed this with the manager and they ensured they completed the necessary notifications. The provider failed to send the required improvement plan to the CQC as required after their last inspection which was published on the 23 January 2024. On review of the plan it was found that not all actions had been completed. This meant the provider could not be assured they had made the improvements needed to ensure they were delivering good quality services to people. We saw the provider was ensuring supervisions and team meetings were being held. However staff told us that there were not always clear as to the package of care that should be provided to people. The provider was not aware of the support being provided by staff, this reflects that supervisions and team meetings were not effective at identifying staff practices.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.