This was an announced inspection that took place on 7 and 15 January 2016. It was the first inspection of this agency at this location. We found the provider to be in breach of nine regulations.There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. The registered manager was also the nominated individual for the registered provider.
The agency is registered to provide homecare services to anybody in the community. At the time of this inspection the agency was providing a care service to approximately 50 people in their own homes. Whilst the agency is registered to provider nursing care to people in their own homes, the registered manager told us this was not occurring in practice.
We found a number of breaches of legal requirements at this inspection. This put people using the service at unnecessary risk of receiving inappropriate or unsafe care.
We found that staff were supplied to provide care to people before appropriate checks of their character were completed and before sufficient training had taken place, which compromised the safety and welfare of people using the service. References were not routinely obtained from previous care employers. Where recruitment checks identified risks, the service did not always respond appropriately, which further compromised the safety of people using the service.
The provider was not taking all reasonably practical steps to ensure that people received their planned care visits. Care delivery records were not consistently accurate and complete, and there were no effective systems for checking these so as to establish whether a gap in care delivery meant a missed visit had occurred. The registered manager acknowledged that there were staff vacancies which they were actively trying to address.
Risk was not adequately assessed in people’s homes, including in respect of medicines and the environment. There was insufficient action to ensure that moving and handling support was provided to people safely, despite two accidents involving moving and handling support during the previous year.
People did not consistently receive the full length of their care visits, which did not indicate a caring approach to people’s needs and preferences. However, the service did provide a consistent set of care staff to most people, which helped to build positive caring relationships.
The service did not have an effective complaints system that listened to, documented and learnt from people’s concerns and complaints.
Care assessment and planning did not routinely incorporate the views of people using the service and their representatives. Whilst care plans were developed from needs assessments, plans did not respond to some identified needs and did not reflect people’s preferences. The care-planning approach to people’s end-of-life care needs and preferences did not support people to have a comfortable, dignified and pain-free death.
Care plans were not routinely reviewed and were not always reviewed when people’s needs changed. This did not support people to receive care that fully addressed their needs and reflected their preferences.
Whilst the provider had set up systems to acquire consent to care delivery, the systems were not being used properly so as to gain valid consent or establish that best interests processes were needed.
Contracts agreed with privately-funded people and their representatives were not signed and did not stipulate costs. This did not promote an open and empowering culture.
Staff were not consistently supported for their care delivery roles as they did not have all training necessary for those roles.
There were ineffective systems for ensuring high quality care and good management. Spot-checks of staff in people’s homes were not undertaken for all staff and were not effective at checking and acting on a range of service quality markers. Surveys sent to people for their views on service quality were not analysed to identify what worked well and what needed improving. Accurate records were not consistently maintained, which compromised quality auditing processes. There was insufficient management oversight of care services to people and staff support for those roles.
There were overall eight breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 and one breach of the Care Quality Commission (Registration) Regulations 2009. We are taking enforcement action against the registered provider and the registered manager. We will report further on this when it is completed.
The overall rating for this service is ‘Inadequate’ and the service is therefore in ‘Special measures’.
Services in special measures will be kept under review and, if we have not taken immediate action to propose to cancel the provider’s registration of the service, will be inspected again within six months.
The expectation is that providers found to have been providing inadequate care should have made significant improvements within this timeframe.
If not enough improvement is made within this timeframe so that there is still a rating of inadequate for any key question or overall, we will take action in line with our enforcement procedures to begin the process of preventing the provider from operating this service. This will lead to cancelling their registration or to varying the terms of their registration within six months if they do not improve.
This service will continue to be kept under review and, if needed, could be escalated to urgent enforcement action. Where necessary, another inspection will be conducted within a further six months, and if there is not enough improvement so there is still a rating of inadequate for any key question or overall, we will take action to prevent the provider from operating this service. This will lead to cancelling their registration or to varying the terms of their registration.
For adult social care services the maximum time for being in special measures will usually be no more than 12 months. If the service has demonstrated improvements when we inspect it and it is no longer rated as inadequate for any of the five key questions it will no longer be in special measures.