Archived: Radis Community Care (Caroline Square)

Ratings

• Overall

  Inadequate

• Safe

  Inadequate

• Effective

  Inadequate

• Caring

  Inadequate

• Responsive

  Inadequate

• Well-led

  Inadequate

Our view of the service

Date of Assessment: 15 January to 7 February 2025.

Radis Community Care (Caroline Square) provides care and support to adults of all ages living with a range of needs in extra care housing. At the time of this assessment the service was supporting 27 people with personal care. This was the first assessment of the service since registration. We identified 7 breaches of regulation in relation to safe care and treatment, consent, safeguarding, governance, person-centred care, staffing and safe recruitment.

Risks to people were not managed safely. Risk assessments had not been updated to reflect people’s needs and did not provide staff with detailed guidance to support them to manage risks. Staff had failed to escalate concerns to managers when they identified risks or potential abuse. Systems and processes to safely administer and record medicines were not always in place.

We were not assured the provider was working in line with the principles of the Mental Capacity Act 2005 to make sure people understood their care and treatment to enable them to give informed consent.

The provider failed to operate good governance. The audit schedules in place were not robust and did not drive improvement. The system to seek and act on feedback was not embedded. There were challenges in the culture of the service, with reports of bullying from people and staff. Staff did not always understand their roles and responsibilities.

People were not always treated with kindness and compassion and staff lacked information to understand their individual needs and preferences. Staff did not always respond to people in a timely way when they required assistance outside of scheduled calls.

People were not sufficiently involved in assessments of their needs. Records of people’s needs and monitoring of risks in their care were missing or contained gaps. This meant information could not be shared effectively with other health and social care professionals to ensure the best outcomes for people.

In instances where CQC has 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.

This service is being placed in special measures. The purpose of special measures is to ensure that services providing inadequate care make significant improvements. Special measures provide a framework within which we use our enforcement powers in response to inadequate care and provide a timeframe within which providers must improve the quality of the care they provide.

People's experience of this service

We received mixed feedback in relation to how people felt staff treated and supported them. One person told us, “I have carers that are a bit abrupt.” A relative said, “I can’t stand any staff they are rude.” Another person shared derogatory language staff had allegedly used about them and others told us they had been left without support to address their toileting needs in a timely way. Another person said, “I dare not buzz as I have been asked not to.”

Many people, however, provided positive feedback. Comments included, “They are kind and caring. They treat me with respect”, “Absolutely happy”, “They are absolutely perfect and caring and would do anything for you” and “The carers are the best thing.”

People and relatives shared their hope the service would continue to improve under the new management team.