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Regulator demands immediate improvement at domiciliary care agency in Cumbria

22 November 2012
Cumbria Homecare Ltd
Cumbria Homecare Ltd
  • Media,
  • Care in your home and supported living

22 November 2012

CQC warns Bethsaida Homecare Services that they are failing to protect the safety and welfare of the people using the service.

The Care Quality Commission has issued a formal warning to Bethsaida Homecare Services Limited, stating that they must make urgent improvements to standards of care or face further action.

The warning follows unannounced visits by inspectors to the company offices on Ingwell Drive, Westlakes Science and Technology Park, Moor Row in Cumbria, in August and October 2012. These inspections were carried out as part of a themed inspection programme to review standards being provided by home care services.

Inspectors reviewed a sample of care records and spoke with people who use the service, their relatives, members of staff, and the registered manager.

As a result the company was found to be failing to meet national standards covering the care and welfare of people using the service, and the assessment and monitoring of service provision.

Inspectors were concerned that people were not consistently receiving the care they required at appropriate times of the day. Several service users told inspectors that visits from care workers were often delayed, and two people identified occasions when visits had been missed entirely.

Where care workers were helping service users to take important medication or providing support to people with conditions such as diabetes, delayed visits posed a significant risk to their welfare.

People awaiting care were not being informed of any delay and were often unsure as to when staff might arrive to provide the assistance they required.

Systems in place to monitor the quality of service being provided were limited.

The agency had received several complaints from people using the service and a survey distributed to people receiving care had provided negative feedback regarding delayed visits, lack of communication and high staff turnover.

However, although the agency was aware of these issues and the need to make improvements, service users told inspectors that they felt there had been no improvement to the quality or effectiveness of care being delivered.

Malcolm Bower-Brown, CQC’s director in the North said:

"The law sets out national standards that everyone who uses services should be able to expect. Providers have a duty to ensure they meet these standards.

“This warning sends a clear and public message that Bethsaida Home Care Services Limited need to address these issues as a matter of urgency or face serious consequences.

“Our inspectors will conduct a follow up review in the near future and if we find that the agency is not making the required progress we won’t hesitate to use our legal powers to ensure customers are receiving the service they are entitled to expect.”


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

Notes to editors

CQC has issued a warning notice to Bethsaida Home Care Services Limited requiring action to meet:

  • Regulation 9, Health and Social Care Act 2008 (Regulated Activities) Regulations 2010, Care and welfare of people who use services.
  • Regulation 10, Health and Social Care Act 2008 (Regulated Activities) Regulations 2010, Assessing and monitoring the quality of service provision.

Inspectors will carry out a further unannounced visit to assess whether the necessary improvements have been made.

A deadline of 30 November 2012 has been set for improvements to be made.If this deadline is not met, 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.