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CQC warns London Care plc that they must make improvements

6 January 2014
  • Media,
  • Care in your home and supported living

06 January 2014

When the Care Quality Commission visited London Care Barnet Enfield unannounced on 21 November 2013 we found that the service was failing to meet the national standards that people should be able to expect.

As a result, CQC has issued formal warnings to London Care plc. telling them that they must improve in the following areas by 24 December 2013 (for outcomes 4 & 20) and 24 January 2014 (for outcome 17):

Care and welfare of people who use services

The registered person had not taken proper steps to ensure that each person who used the service was protected against the risks of receiving care or treatment that was inappropriate or unsafe by means of planning and delivering care in such a way as to ensure people's needs were met and ensure their welfare and safety. Regulation 9(1)(b)(i)(ii)


The registered provider did not have an effective system in place for receiving, handling and responding appropriately to complaints made by people who use the service or their representatives for the purposes of assessing, preventing or reducing the impact of unsafe or inappropriate care. Not all complaints were fully investigated or resolved where possible to the satisfaction of the complainant. Regulation 19(1)(2)(a)(c)

Notification of other incidents

The registered person had failed to notify the Care Quality Commission, without delay, of several allegations of abuse in relation to a people who used the service. Regulation 18 (1)(2)(e)(5)(b)(ii)(iii)(iv) of the Care Quality Commission (Registration) Regulations 2009.

CQC inspectors will return unannounced in due course to check whether the required improvements have been made. For more details of the findings from the inspection in November 2013. Read the full report here.

If the required improvements are not made within the 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 national standards.