Our current view of the service
Updated
17 November 2025
Date of Assessment: 3 December – 30 December 2025. We undertook this inspection due to the service being unrated and showing evidence of emerging risk. Continuity Healthcare Services PVT Limited provides care at home, supporting older and younger adults, people with physical disabilities, people living with dementia and people with mental health conditions. At the time of our inspection the service was supporting 82 adults who were in receipt of the regulated activity, personal care. This inspection looked at people's personal care and support. CQC only inspects the service being received by people who are provided with the regulated activity 'personal care'; help with tasks related to personal hygiene and eating.
We identified under the key questions Safe, Effective and Well Led the service was in breach of legal regulation in relation to safe care and treatment, medicines, safe and effective staffing, and good governance.
Risk management, in relation to how people’s health and clinical needs were assessed, was not sufficiently robust which at times meant people were not safe from potential harm. Staff did not always meet people’s needs and preferences. They lacked the training, skills and knowledge they needed to support people effectively with specific health care tasks. Medicine management was poor and ineffective oversight meant there was a lack of timely action to ensure people had their medicines administered safely.
Inconsistent call times, including late, early and missed calls, significantly impacted on people’s dignity at times. However, some people reported individual staff to be caring and where people had regular staff members, the had developed positive relationships.
Leaders of the service did not have effective oversight, knowledge and understanding of people’s needs. Management of incidents was poor and did not lead to a culture of learning and improvement.
This service is being placed in special measures. The purpose of special measures is to ensure that services providing inadequate care make significant improvements. Special measures provide a framework within which we use our enforcement powers in response to inadequate care and provide a timeframe within which providers must improve the quality of the care they provide.
People's experience of the service
Updated
17 November 2025
People did not consistently receive safe or reliable care. Several individuals and their relatives told us they felt anxious because they could not depend on staff to arrive on time or stay for the full duration of their scheduled visits. One person said they “They don’t come on time. There has been a couple of no shows. I agreed a call time of 8.00am and they come about 9.00am. I phoned and they said start time was 10.00am. There was another no show on Monday and I wasn’t told for over an hour. They don’t come at the right time and there’s no communication.”
While some individuals told us they had positive relationships with regular staff and appreciated the support they received, others said the quality and consistency of care varied depending on who attended their visits.
Several people reported that staff were often late or did not stay for the full duration of their scheduled calls. This caused frustration and, at times, left people feeling uncertain about when their care would be delivered. A relative told us they “sometimes had to chase the office” when visits were delayed or missed.
Communication with the service was poor. People told us phone calls often went unanswered, messages were not returned, and concerns were not acted upon. One relative said they felt “completely ignored” when raising issues about missed visits and inconsistent staffing.
People generally felt staff were kind and respectful, but not all staff appeared fully familiar with people’s care plans or preferences. This led to inconsistencies in how support was delivered. One person said they “had to keep reminding staff what needed doing,” which they found tiring.
Continuity of care was an area of concern for several people. Frequent changes in staff meant individuals sometimes received care from staff they had not met before, which affected their confidence and comfort. Some people told us they valued the staff they knew well, but wanted more stability in the rota.
Overall, while many people expressed appreciation for individual staff members, the reliability, communication, and consistency of the service did not always meet people’s expectations. These issues impacted their experience and highlighted the need for improvement.