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APT Care Limited Inadequate Also known as Chaucer House

This service was previously registered at a different address - see old profile

We are carrying out a review of quality at APT Care Limited. We will publish a report when our review is complete. Find out more about our inspection reports.

Inspection Summary

Overall summary & rating


Updated 8 August 2019

About the service

APT Care Ltd is a domiciliary service providing personal care and support. APT Care Ltd were supporting 173 people at the time of the inspection. The service supports people needing long term care packages as well as people needing short term care for between 10 and 42 days when discharged from hospital.

Not everyone who used the service received personal care. 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.

People’s experience of using this service and what we found

People told us they felt safe due to the caring approach of staff. However, we found people were not safe due to insufficient assessment of risks in relation to care, treatment and medicines. The provider did not manage people’s medicines safely. Staff had access to gloves and aprons to help prevent the spread of infection. Staffing levels were safe and people told us timing had improved.

People did not have their needs fully assessed or documented. Staff training had improved, and people felt staff had the right skills to support them. Staff supported people with food and drink but the management team had not assessed risks around choking for at least one person. People were not supported to have maximum choice and control of their lives and staff did not support them in the least restrictive way possible and in their best interests; the systems in the service did not support this practice.

People told us staff were kind and caring and treated them with respect. People felt staff upheld their dignity and supported them to keep their independence where possible. People told us they were involved in reviews of their care but staff did not document changes in care plans. This resulted in missing or contradictory information and care plans not updated.

The provider did not ensure people’s care plans promoted person-centred care. People were happy that staff asked about their needs when they supported them. People told us that complaints management had improved but that office staff did not always get back to them. Staff supported people receiving end of life care but training for staff and the development of end of life care plans for people had not yet been implemented.

People and staff did feel they could call the management team at anytime but did not feel consulted and informed on issues related to the running of the service. Systems to check how well the service ran did not enable effective monitoring and improvement. Care and risk planning for people was not enough to support good and safe care. The provider had continued to fail to meet the standards for a fifth inspection.

Rating at last inspection and update

The last rating for this service was requires improvement (published 08 February 2019) and there were multiple breaches of the regulations. The provider completed an action plan after the last inspection to show what actions they would be taking to make improvements. This service has been rated requires improvement or inadequate for the last five consecutive inspections.

Why we inspected

This was a planned inspection based on the previous rating. This inspection was carried out to follow up on action we told the provider to take at the last inspection.

You can see what action we have asked the provider to take at the end of this full report. You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for APT Care Ltd on our website at


We have found breaches in relation to ensuring that people have safe and personalised care and support. We have also found a breach around effective systems to support good management of the service at this inspection.

Full information about CQC’s regulatory response to the more serious concerns found during inspections is added to reports after any representations and appeals ha

Inspection areas



Updated 8 August 2019

The service was not safe.

Details are in our safe findings below.


Requires improvement

Updated 8 August 2019

The service was not always effective.

Details are in our effective findings below.


Requires improvement

Updated 8 August 2019

The service was not always caring.

Details are in our caring findings below.


Requires improvement

Updated 8 August 2019

The service was not always responsive.

Details are in our responsive findings below.



Updated 8 August 2019

The service was not well-led.

Details are in our well-Led findings below.