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Radis Community Care (Stoke-on-Trent) Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 25 February 2020

About the service

Radis Community Care (Stoke on Trent) is a Domiciliary Care Agency (DCA) registered to provide personal care. People are supported with their personal care needs to enable them to live in their own homes and promote their independence. At the time of the inspection the service supported 150 people with personal care in their own homes.

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

The service had a new manager who came in to post in December 2019 and were going through the registration process with the Care Quality Commission.

People’s care files were not always reviewed yearly to update their needs. Staff did not have up to date information to appropriately support people

The provider could not always evidence they had taken a full employment history of some staff to ensure safe recruitment.

People had experienced missed or late calls and staff did not always feel there was enough staff for scheduled calls and that they did not receive enough time between calls.

Where people were prescribed 'as required' (PRN) medicines, the provider did not always have protocols or guidance in place to ensure that staff knew when to administer PRN medicine.

Not all staff had completed their medication awareness annual refresher training. However, medicines administration records were accurately completed.

Staff had received some training; however, the provider had not ensured that care staff’s yearly refresher mandatory training, was up to date.

Relatives were signing consent on behalf of people without their legal authority being checked. Care files did not contain evidence of power of attorney.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Complaints were managed in line with the providers policies and in a timely way.

People told us they were actively involved in the review of their care.

Care files contained evidence of communications with relevant professionals to meet people’s healthcare needs.

During our last inspection we identified systems were not in place or were not fully effective at always identifying improvements. On this inspection we found that people’s care plans had not been updated, and risk assessments had not been reviewed following an incident. The provider had audit systems in place, however, failed to establish effective systems for identifying improvements. There were no clear systems to identify any trends and oversee and improve the quality of the service where necessary.

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

Rating at last inspection

The last rating for this service was requires improvement (08 January 2019).

Why we inspected

This was a planned inspection based on the previous rating.


We have identified a breach of Regulation 17 HSCA RA Regulations 2014 Good governance of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. The registered person had not established an effective system to enable them to assess, monitor and improve the quality and safety of the service provided.

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

Follow up

We requested an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concern

Inspection areas


Requires improvement

Updated 25 February 2020

The service was not always safe.

Details are in our safe findings below.


Requires improvement

Updated 25 February 2020

The service was not always effective.

Details are in our effective findings below.



Updated 25 February 2020

The service was caring.

Details are in our caring findings below.



Updated 25 February 2020

The service was responsive.

Details are in our caring findings below.


Requires improvement

Updated 25 February 2020

The service was not always well-led.

Details are in our well-led findings below.