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Here2Care (Dartford) Requires improvement

Inspection Summary


Overall summary & rating

Requires improvement

Updated 8 February 2020

About the service

Here2care (Dartford) is a domiciliary care agency providing personal care and support to people in their own homes in Dartford, Gravesend and surrounding areas. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. Where they do we also consider any wider social care provided. At the time of the inspection the service was providing care for 201 people. This included older people, people living with dementia and people with a learning or physical disability.

People's experience of using this service

Medicines were not safely managed. Medicine administration record (MAR) charts were not completed in full, they included gaps without any explanations. Risks were not always identified and assessed. Risk management plans did not always guide staff on how risks should be minimised. Staff did not always attend calls at scheduled times to provide timely care. Care plans were not always updated to show a change in people needs. The provider did not have effective processes in place to monitor the quality of the service as they had not identified the issues we found at this inspection.

People said they felt safe and that their needs were met. There were appropriate safeguarding systems in place to protect people from the risk of abuse. People were protected against the risk of infection. There were systems in place to manage accidents and incidents. The provider carried out robust recruitment checks prior to employing staff.

Staff were supported through regular training and supervisions. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People were supported to eat a healthy and well-balanced diet if required. People had access to healthcare services when required to maintain good health and their independence was promoted.

People and their relatives where appropriate, had been consulted about their care and support needs. There was an effective complaints system to manage people concerns in a timely manner. The provider worked in partnership with the local authority to ensure people's individual needs were planned.

Rating at last inspection and update

The last rating for this service was Good (published 28 June 2017).

Why we inspected

This was a planned inspection based on the previous rating

Enforcement

We found three breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 in relation to risk management, staffing and good governance.

Please see the action we have told the provider to take at the end of this report.

Follow up:

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk.

Inspection areas

Safe

Requires improvement

Updated 8 February 2020

The service was not always safe.

Details are in our safe findings below

Effective

Good

Updated 8 February 2020

The service was effective.

Details are in our caring findings below.

Caring

Good

Updated 8 February 2020

The service was caring.

Details are in our caring findings below.

Responsive

Requires improvement

Updated 8 February 2020

The service was not always responsive.

Details are in our safe findings below.

Well-led

Requires improvement

Updated 8 February 2020

The service was not always well-led.

Details are in our safe findings below.