Archived: React Homecare Ltd

Updated 14 July 2022

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

Inspection team

The inspection was carried out by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided. At the time of our inspection there was a registered manager in post.

Notice of inspection

This inspection was unannounced.

Inspection activity started on 6 April 2022 and ended on 8 June 2022. We visited the location’s office on 6 April 2022 and 6 May 2022. We contacted people and their relatives on 8 April and 11 May 2022.

What we did before inspection

We reviewed information we had received about the service since it was first registered with the CQC.

During the inspection

We spoke with four people who used the service and five relatives. We spoke with nine members of staff including the registered and operations manager, two coordinators and five care workers. We reviewed a range of records. This included four care records. We looked at two staff files in relation to recruitment and a variety of records relating to the management of the service and policies and procedures.

After the inspection

We sought further information following the inspection including additional training records.

Updated 14 July 2022

About the service

React Homecare is a domiciliary care agency, providing personal care to people in their own homes. At the time of inspection, 24 people were using the service. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

People’s experience of using this service and what we found

Not enough staff were deployed to meet people’s needs in a timely way. People frequently had their care provided earlier or later than agreed which affected their daily routines. The provider did not resolve people’s concerns over the timings of their care calls.

The provider was unable to confirm all care workers had received the required training to ensure their practice was up to date.

The provider did not ensure people received a personalised service and continuity of care. Significant numbers of different care workers delivered people's care due to the lack of regular staff. Preferences for a specific gender of care worker people requested were not always met.

Care records showed that some people's needs and risks had not been reviewed for over six months.

Shortfalls in the quality of the service that were already known to the provider had not been acted upon, and there was no plan in place to the make the improvements needed.

Staff were kind and caring and recruited safely. People’s medicines and nutrition and hydration needs were safely met.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 3 February 2022 and this is the first inspection.

Why we inspected

The inspection was prompted in part due to concerns received about the arrangements of care and management of the service. A decision was made for us to inspect and examine those risks.

We have found evidence that the provider needs to make improvements. Please see the safe, effective, caring, responsive and well-led sections of this full report. You can see what action we have asked the provider to take at the end of this full report.

Enforcement

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to monitor the service and will take further action if needed.

We have identified breaches in relation to staffing levels, staff training and personalised care at this inspection.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.