Pro Healthcare Services

Updated 1 May 2026

Date of assessment: 10 and 30 June 2026. Pro Healthcare Services is a care at home service providing support to adults, in the areas of Leeds, Wakefield and York. At the time of assessment, the service was supporting 30 people. Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do; we also consider any wider social care provided. At the time of this assessment 18 people were receiving support with personal care. We reviewed all quality statements.

We carried out this assessment due to concerns we received regarding staffing and management at the service. Theproviderwas previously in breach of the legal regulation in relation to governance. Improvements were not found at this assessment, and theproviderremained in breach of this regulation. During this assessment, we identified 2 additional breaches relating to person centred care and safe care during this assessment.

We continued to find a lack of effective management and oversight at the service. The provider failed to implement effective processes to monitor and improve the quality of the service and identify the issues found during our assessment. Records were not always complete or contemporaneous. Management were not always following the regulations, best practice guidance or their own policies and procedures.

Overall, people did not always receive safe, effective or person-centred care. Risks were not well managed. Systems to monitor safety, including incidents, safeguarding and medicines, were not effective. People did not always receive their care visits at the scheduled times and staff did not always stay for the full duration of the care visits; people and relatives told us about the negative impact this had on them. We completed a safeguarding referral in relation to these concerns.

There was a lack of evidence that catheter care was always completed safely. Overall, recruitment was managed well. Infection prevention and control practices were embedded, and staff understood how to manage risks of infection.

A review of training records identified gaps in some mandatory training and competency assessments; however, updated information and supporting evidence provided by the service demonstrated that essential training had been completed or was in progress, with examples of competency assessments available for staff sampled.

Quality assurance, learning and governance systems had not been effective in identifying or addressing these issues prior to our assessment. We found improvements were required to ensure the service delivered was safe and effective for people.

We have asked the provider for an action plan in response to the concerns found at this assessment.

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.

In instances where CQC has begun a process of regulatory action, we may publish this information on our website after any representations and/or appeals have been concluded, if the action has been taken forward.

Updated 1 May 2026

We spoke with 2 people using the service and 6 relatives about their experience of the care provided.

People and relatives shared mixed experiences of using the service. Some spoke positively about individual carers, describing them as kind, friendly and respectful. A relative said, “Some carers are very friendly and very caring”. Some reported positive feedback about the impact of the service, for example a relative said, “Overall, we would be lost without them though.” And another 1 commented, “Overall, I think the standard of care is quite good.”

However, this was not consistent and overall experiences of care were affected by frequent changes in staff, instances of late or short care visits and variability in the quality of care delivered. A person told us, “Sometimes the carers are only in the house for 5 minutes, the visits are supposed to be half an hour.” A relative said, “Usually they’re in and out within about fifteen minutes. The tasks they do are very, very basic.”

People and relatives told us they needed to monitor care delivery themselves to ensure tasks had been completed. A relatives commented, “You can’t rely on them… without checking.” There were also concerns about communication, including not being informed about incidents such as falls in a timely way or management being available to discuss concerns.