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A24 Group Ltd - Sutton Requires improvement

We are carrying out a review of quality at A24 Group Ltd - Sutton. We will publish a report when our review is complete. Find out more about our inspection reports.

Inspection Summary

Overall summary & rating

Requires improvement

Updated 5 December 2019

About the service

A24 Group - Sutton is a domiciliary care agency that provides personal care and nursing care to adults and children living in their own homes across the UK. At the time of our inspection 10 people were receiving personal care.

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’s risks were not always managed safely. Where people presented with health associated risks and behavioural support needs, staff did not have clear guidance in place.

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 policies and systems in the service did not support this practice. Where people lacked capacity they were not supported with appropriate assessments or best interest meetings.

Staff were not appropriately supported. They did not receive regular supervision of training from the registered manager.

The provider did not have robust quality assurance in place to make appropriate improvements were shortfalls were identified. One relative told us, “The office staff haven’t met the family and they’re so far away, they can’t effectively run a service when they’re not around to see things.” This was in reference to the majority of the provider’s management team being permanently based in Cape Town, South Africa.

Relatives felt people were safe and staff were trained in safeguarding and understood the providers procedures for keeping people safe. Staff were recruited safely and followed appropriate infection prevention practices.

Staff met people’s nutritional needs in line with their assessments and supported people to engage with healthcare services. The provider ensured that all staff received training. The registered manager supported nursing staff to maintain their registrations with professional bodies.

Staff were considered by relatives to be caring. People were supported by staff they had known for a long time and this made for positive and trusting relationships. Staff respected the people, the relatives and their homes and promoted people’s dignity.

Staff provided people with personalised and responsive care. People and their relatives participated in reviews, reassessments and the development of care plans. Relatives understood how to make a complaint and were confident action would be taken by the provider.

The provider worked collaboratively alongside other providers where people received care and support from more than one agency.

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

Rating at last inspection (and update)

The last rating for this service was requires improvement (published 24 October 2018). The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection enough improvement had not been made/ sustained and the provider was still in breach of regulations.

Why we inspected

This was a planned inspection based on the previous rating and was carried out to follow up on action we told the provider to take at the last inspection. You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for A24 Group -Sutton on our website at


We have identified breaches in relation to people’s safety and consent as well as good governance and support for staff.

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 will request an action plan for the provider to understand what they will do to

Inspection areas


Requires improvement

Updated 5 December 2019

The service was not always safe.

Details are in our safe findings below.


Requires improvement

Updated 5 December 2019

The service was not always effective.

Details are in our effective findings below.



Updated 5 December 2019

The service was not always caring.

Details are in our caring findings below.



Updated 5 December 2019

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 5 December 2019

The service was not always well-led.

Details are in our well-Led findings below.