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CQC warns Caretime Services Limited that it must improve complaints handling system

17 October 2012
Caretime Services Devon Office
Caretime Services Limited
  • Media,
  • Care in your home and supported living

17 October 2012

The Care Quality Commission has issued a warning to Caretime Services Limited that it is facing enforcement action unless it makes improvements to standards of care.

The warning notice follows an unannounced visit by inspectors to Caretime Services Devon in Okehampton, in August 2012 as part of a scheduled inspection.

Inspectors found that the agency was failing to comply with national regulations covering the handling of complaints.

  • When inspectors contacted people they were told by several people that the agency office was poor at responding to their comments and requests and this was affecting the service they received.
  • One person did not know that there was a complaints procedure because this information had not been given to them. Where the complaints procedure had been given to people it was not clear that it related to the agency.
  • One person had complained by telephone, email and in person to a senior member of staff from the agency office but there had been no response and there had been no investigation into the complaint.
  • Although some of the information within the complaint was indicative of unsatisfactory care and false recording of the care provided, this was not investigated.

Ian Biggs, deputy director of CQC in the South said:

"The law says that these are the standards that everyone should be able to expect. Providers have a duty to ensure they are compliant and this cannot be allowed to continue.

“Our inspectors will keep Caretime Services Devon under review. We will return in the near future and if we find that this agency is not making the required progress we won’t hesitate to use our legal powers to protect the people who use the service."


For further information please contact the CQC press office on 0207 448 9401 or out of hours on 07917 232 143.

Notes to editors

The warning notices find that Caretime Services Limited is in breach of:

  • Regulation 19, Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 Complaints.

If the required improvements are not made within a set timescale, CQC has a range of enforcement powers which include restricting the services that a provider can offer, or, in the most serious cases, suspending or cancelling a service. CQC can also issue financial penalty notices and cautions or prosecute the provider for failing to meet essential standards. Any regulatory decision that CQC takes is open to challenge by a registered person through a variety of internal and external appeal processes.