- Homecare service
Exclusive Care Services
Report from 6 June 2024 assessment
Contents
Ratings
Our view of the service
We completed the assessment between 27 February 2024 and 04 March 2024. The provider’s registered location changed before our assessment was completed. This assessment has been archived under the provider’s old location as well as being duplicated under the provider’s newly registered location. People did not always receive good quality care and support because staff were not always trained to meet their needs. Staff had failed to ensure the risk of a closed culture was minimalised. The provider had failed to ensure effective systems were in place to safeguard people from the risk of harm and abuse. Incident and accident management were inadequate and not effective. Medicines were not always managed safely. People’s needs were not sufficiently assessed, and care plans were not regularly updated to reflect changes in people’s needs. The management and oversight of the service was inadequate. The provider had failed to identify the urgent and serious, widespread concerns that were identified during the assessment. We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it. The provider had failed to ensure they met the principles of ‘Right support, right care, right culture’. We found 7 breaches of the legal regulations in relation to safeguarding, safe care and treatment, staffing, dignity and respect, person centred care, notifications and governance. We took urgent action to prevent the provider from re-admitting people back into the service and from taking on new packages of care.
People's experience of this service
People’s experiences of the service were poor. The provider had not ensured staff were well trained, managed or had the right guidance or oversight to support people with their complex health needs. This put people at risk and some people had been harmed as a consequence. While some people and relatives we spoke to expressed that they were generally happy with their care, our assessment found care did not meet the expected standards. Some people and their relatives fed back they were not happy with the support they received, and they had a bad experience with the service. When people and relatives raised concerns and complaints directly to the provider they were not listened to or acted on appropriately. For example, “Communication is shocking.” “The support worker was ignoring loved ones needs.” and “They tend not to listen to requests from Mum readily and she quite often feels very rushed.” For people with a learning disability, the principles of RSRCRC were not met because the attitudes and behaviours of the management and staff did not consistently lead to people leading empowered lives.