Management at a housing support and care at home service in Ayrshire has been heavily criticised for “poor communication and engagement.”
One service manager, who has not been named, was described as “unapproachable,” “not supportive” and unable to show “any empathy or understanding” of the challenges staff under them faced during the Covid-19 pandemic.
The revelations are contained within a Care Inspectorate report.
They visited Ayrshire Care Solutions, based in Cumnock’s McClymont Court, last month.
Ayrshire Care Solutions is a combined housing support and care at home service for people in Ayrshire.
Last month’s inspection was their first since they registered with the scrutiny body in 2019.
At the time of the inspection the service supported 39 people living independently in their community.
Leadership was ‘weak’ according to the Care Inspectorate, while the same low grading was awarded for the service’s ability to support people’s wellbeing.
Another area where the service fell short was in their care and support during the pandemic- and in their infection prevention and control practices- both of which were rated ‘weak.’
However, the strongest criticism was reserved for management.
An extract from the Care Inspectorate report said: “During the inspection we spoke with six people using the service and eight relatives.
“Comments about the service were generally positive, particularly about the committed and caring staff delivering the support.
“However, there were some concerns expressed regarding the management of the service and their poor communication and engagement with service users and their relatives.”
The report goes on: “Unfortunately, the majority of staff told us that the manager was unapproachable and not supportive and did not show any empathy or understanding regarding the challenges they faced during the Covid-19 pandemic.”
Other criticisms were aimed at the service’s Covid-19 contingency plan, which the Care Inspectorate branded “inadequate.”
The service was graded ‘weak’ across eight quality indicators and ‘adequate’ across two others.
The Care Inspectorate has ordered improvements to be put in place.
The report adds: “Whilst we identified some strengths, these were compromised by significant weaknesses.
“As these weaknesses concerned the welfare of the people using the service we made a requirement for improvement.”
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