6 April 2022
During a routine inspection
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.