Morecare Services(UK)Ltd

Ratings

• Overall

  Requires improvement

• Safe

  Requires improvement

• Effective

  Good

• Caring

  Requires improvement

• Responsive

  Good

• Well-led

  Requires improvement

Our view of the service

We undertook an assessment of Morecare Services (UK) Ltd between 8 July to 23 September 2024. The assessment took place due to concerns received about the safety of people and staff visiting them to provide care, risk management, staffing, training and recruitment, and quality assurance and oversight of the service. We assessed a small number of quality statements from safe, caring, and well led, and found areas of concern. The scores for these areas have been combined with scores based on key question ratings from the last inspection in May 2023. We found 5 breaches in relation to risk management, person centred care, management and oversight of visits, recruitment, staff training, medicine management, notification of incidents, and good governance. The provider failed to follow safe recruitment practices and ensure effective staff training. The provider failed to consistently identify, review and monitor people at risk of abuse, effectively investigate incidents, accidents and complaints and identify learning from those. The registered manager did not have good oversight of people’s visits and scheduling to ensure people were supported as per agreed plans of care. The provider did not have effective oversight of the safe management of medicines and appropriate risk management. Peoples’ needs were not always reviewed to ensure accurate care and support, and accurate and complete records were not kept. The provider did not use feedback to improve the service and failed to ensure statutory notifications were submitted to the CQC. The provider did not have effective systems in place to ensure oversight and quality of the service. In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website after any representations and/ or appeals have been concluded.

People's experience of this service

We found people’s experience of the service had to be improved, and feedback from people, relatives and professionals echoed this. Although some people and relatives were happy with the quality of the service received, other people and relatives told us they were not always safeguarded, respected, encouraged to make decisions, take calculated risks that would support them to live their lives as they wished. The registered manager did not ensure they had good oversight of the quality of service to empower, appreciate and upskill staff, so they could continue supporting people including better communication between each other. Our evidence gathered demonstrated the registered manager needed to improve the engagement between staff, people and their relatives, so that people received the care they needed and experienced good outcomes.