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CQC warns Trenovissick Domiciliary Care Agency Limited that it is failing to protect the safety and welfare of people

22 November 2012
Trenovissick Domiciliary Care Agency Limited
Trenovissick Domiciliary Care Agency Limited
  • Media,
  • Care in your home and supported living

22 November 2012

The Care Quality Commission has issued a formal warning to Trenovissick Domiciliary Care Agency Limited that it faces enforcement action unless it makes further improvements to standards of care.    

The warning notices follow unannounced visit by inspectors to the care agency in Crediton in August and October. The agency provides a care service primarily to support older people who want to retain their independence and continue living in their own homes in Exeter and Devon.

Inspectors found that the care agency had failed to comply with national regulations covering the care and welfare of people or the protection of people from the risk of harm or abuse.

  • People were at risk of experiencing missed or late visits.
  • The agency had failed to consult with people when drawing up or reviewing their care plans. Some care plans did not contain sufficient information to ensure care workers met people's needs fully. Some care plans were out of date or incorrect.
  • People who required assistance with the administration of their medicines were at risk of medication errors or omissions.
  • Care workers did not receive adequate supervision or support.
  • The agency had failed to put in place suitable systems to seek the views of people who used the service.
  • People told us they had complained to the agency about poor service but did not feel their complaints had been listened to or addressed.
  • Systems to monitor the quality of the service were flawed and did not enable the provider to identify problems with the reliability or consistency of the service, or to ensure that people were protected from harm or abuse.

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

“Care agencies provide a vital service to help people get on with their daily lives. But if they can’t be relied on to turn up as planned - it can be very worrying, particularly for people who depend on their care worker and may have no one else to call on.

"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.

“This warning sends a clear and public message that Trenovissick Domiciliary Care Agency needs to address these issues as a matter of urgency. Our inspectors will keep the agency under review to ensure that people are not at undue risk of harm.

“We will return in the near future and if we find that this provider 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 Trenovissick Domiciliary Care Agency Limited is in breach of:

  • Regulation 9, Health and Social Care Act (Regulated Activities) Regulations 2010, Care and welfare of people who use services.
  • Regulation 10, Health and Social Care Act (Regulated Activities) Regulations 2010, Assessing and monitoring the quality of service provision.

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.

About the Care Quality Commission

The Care Quality Commission (CQC) is the independent regulator of health and social care in England.

We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve.

We monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and we publish what we find to help people choose care.