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Carepoint Limited t/a Alternative Care - Suite 1 Parkside House Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 23 May 2019

About the service: Carepoint Limited t/a Alternative Care - Suite 1 Parkside House is a domiciliary care agency. It provides personal care to people living in their own homes. At the time of this inspection, 91 people were using the service.

People’s experience of using this service: The provider displayed a commitment to providing high quality person-centred care. However, we identified significant shortfalls with the leadership of the service. The provider did not have systems in place to check the safety and quality of the service provided; complete and accurate records were not always in place. The issues we found during our inspection had not been identified by the provider.

Information was not available to help guide staff about the support people needed to manage risks or specific health conditions. Safeguarding concerns had not always been reported and responded to appropriately and thorough recruitment processes had not always been followed. We have made a recommendation regarding safe recruitment processes.

Staff received an induction and shadowing opportunities when they joined the service, however this was not recorded. Staff had not been fully supported in their role. Regular supervisions and observation of practice had not taken place.

Medicines were recorded and administered safely. People were clearly at the heart of the service. Staff treated them with dignity and respect and their independence was promoted. People were supported by a consistent team of staff who were familiar with their likes, dislikes and preferences. Staff understood the importance of knowing people’s abilities and working with them to achieve positive outcomes; this level of information was not recorded in people’s care files.

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. Choices people made were respected although consent was not recorded.

People felt they were listened to and their views respected. People told us the service was responsive to their needs and the support provided had improved their well-being. They were asked to provide feedback on the service provided and had regular visits from office staff.

People and staff spoke positively of the management team. The provider and staff team were passionate about providing a caring service but accepted there were significant shortfalls with records.

More information is in the Detailed Findings section below. For more details, please see the full report which is on the Care Quality Commission’s (CQC) website at

Rating at last inspection: Good (report published 26 July 2016).

Why we inspected: This was a planned inspection based on the rating at the last inspection.

Enforcement: We identified two breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 around good governance and safeguarding service users from improper treatment and abuse. Details of action we have asked the provider to take can be found at the end of this report.

Follow up: We will work with the provider following this report being published to understand and monitor how they will make changes to ensure the service improves their rating to at least good.

Inspection areas


Requires improvement

Updated 23 May 2019

The service was not always safe.

Details are in our Safe findings below.


Requires improvement

Updated 23 May 2019

The service was not always effective.

Details are in our Effective findings below.



Updated 23 May 2019

The service was caring.

Details are in our Caring findings below.


Requires improvement

Updated 23 May 2019

The service was not always responsive.

Details are in our Responsive findings below.


Requires improvement

Updated 23 May 2019

The service was not always well-led.

Details are in our Well-Led findings below.