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Luton Friendship Home Carers Limited Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 14 June 2019

About the service: Luton Friendship Homecarers is a domiciliary care agency registered to provide personal care to people living in their own homes in the community.

People’s experience of using this service: People were not always kept safe from harm. Risk assessments in areas such as mobility, eating and drinking and specific health conditions were either not completed or lacking sufficient detail.

People’s personalised support needs such as dementia, diabetes and mental health were not identified in people’s care plans. There was limited information in care plans to instruct staff how to support people with these needs.

Staff received training and supervision, however these were not frequent and in line with the provider’s policy. Training in key areas had expired for some staff members. This had not been actioned by the registered manager.

Audits and systems in place to monitor the quality of the service were not effective in identifying shortfalls or areas where the service could improve. Some information was out of date. The registered manager and office staff were moving records on to an electronic system which meant that some documents and records were hard to find and to monitor.

People and their relatives were positive about the care they received. One person said, ‘‘I think the service is excellent. For what [Staff] do and how hard they work, they have the patience of saints.’’

People were supported with kindness, respect and compassion by a consistent staff team who knew them well.

Robust and thorough recruitment checks were in place before staff started working at the service. People received their care visits on time and knew the staff supporting them.

People were supported safely with their medicines.

People had access to healthcare professionals and staff supported people to health appointments when these were needed.

People were supported in line with the Mental Capacity Act however it was not always clear how people’s capacity had been assessed. We have made a recommendation to the service to seek further guidance and training around the Mental Capacity Act.

People’s wishes at the end of their life were not always recorded. We have made a recommendation to the service to find out if people wish to put plans in place for this time of their lives.

The registered manager and staff team were passionate about person centred care. People, their relatives and the staff team were positive about the management of the service.

Rating at last inspection: At the last inspection the service was rated Good (report published 21/04/2016).

Why we inspected: This was a planned inspection based on the rating at the last inspection. During this inspection we found evidence which means that the service is now rated as Requires Improvement. Full details are in the report below.

Enforcement: We identified three breaches of the Health and Social Care Act (Regulated Activities) Regulations 2014. Details of action we have asked the provider to take can be found at the end of this report.

Follow up: We have asked the provider to send us an action plan telling us what steps they are to take to make the improvements needed. We will continue to monitor information and intelligence we receive about the service to ensure good quality is provided to people. We will return to re-inspect in line with our inspection timescales for Requires Improvement services.

For more details, please see the full report which is on the CQC website at

Inspection areas


Requires improvement

Updated 14 June 2019

The service was not always Safe.

Details are in our Safe findings below.


Requires improvement

Updated 14 June 2019

The service was not always Effective.

Details are in our Effective findings below.



Updated 14 June 2019

The service was Caring.

Details are in our Caring findings below.


Requires improvement

Updated 14 June 2019

The service not always Responsive.

Details are in our Responsive findings below.


Requires improvement

Updated 14 June 2019

The service not always Well-Led.

Details are in our Well-Led findings below.