- Homecare service
Continuity Health Care Services PVT Limited
Assessment report published 27 September 2026
Contents
Ratings
Our view of the service
Date of assessment: 11 to 14 August 2026.
Continuity Health Care 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 assessment the service was supporting 31 adults who were in receipt of the regulated activity, personal care.
At our last assessment we found the provider to be in breach of regulations in relation to safe care and treatment, medicines, safe and effective staffing, and good governance. At this assessment not enough improvements had been made, and the provider remained in breach of the regulations in relation to safe care and treatment, medicines, and good governance.
We have asked the provider for an action plan in response to the concerns found at this assessment.
Since the last assessment, the provider had taken steps to address some of the concerns previously identified. Improvements had been made in areas such as the timeliness of care calls, and the provider had introduced additional monitoring and oversight processes intended to improve the quality and safety of the service.
Staff and relatives were generally positive about the caring approach of care staff, and staff demonstrated a good understanding of people's day-to-day needs. The provider also worked with external health and social care professionals to support people and respond to changes in their wellbeing.
However, improvements had been slow and were not sufficient to demonstrate sustained positive change or to remove the concerns identified at the previous assessment. Although additional processes had been introduced, these had not become fully embedded in practice and were not always effective in identifying and addressing ongoing issues.
Throughout the assessment, we found concerns relating to governance and oversight, incident management, medicines management, care planning, risk assessment processes and the review of people's care. Care records did not always contain accurate, person-centred or up-to-date information to guide staff. Risk assessments were not always effective in identifying and mitigating risks, and people's changing needs were not consistently reflected in their records. In some cases, records lacked evidence that care had been delivered in line with assessed needs.
We also identified concerns regarding the provider's application of the Mental Capacity Act 2005. Records showed 1 person lacked capacity in relation to aspects of their care; however, appropriate mental capacity assessments and associated best-interest decision-making records were not in place.
The provider's quality assurance systems had failed to identify many of the issues found during this assessment, including gaps in incident oversight, weaknesses in medicines management, incomplete care planning documentation and delays in reviewing people's care. Relevant policies and procedures were in place, however these were not always followed.
People and relatives generally spoke positively about staff and described them as caring, kind and respectful. Staff demonstrated a commitment to supporting people with dignity and compassion and worked with a range of healthcare professionals to help meet people's needs. However, the provider could not consistently demonstrate that systems and processes were effective in ensuring safe, person-centred and well-managed care.
Overall, while some progress had been made since the last assessment, not enough improvement had occurred to address the breaches previously identified. Further work is required to ensure governance processes are effective, risks are appropriately managed, records accurately reflect people's needs, and improvements are embedded and sustained to achieve consistently positive outcomes for people.
This service has been in Special Measures since 12 February 2026. The provider demonstrated some improvements that have been made. The service is no longer rated as inadequate overall or in any of the key questions. Therefore, this service is no longer in Special Measures.
People's experience of this service
Despite CQC finding that people’s care had some shortfalls in relation to the standards we expect, overall people and relatives were satisfied with the care they and their family member were receiving.
People and relatives were generally positive about the care provided and described staff as kind, caring and approachable. People told us staff usually arrived on time and communicated if delays occurred. One person said, "I am 96 years old and they [staff] come morning and evening, always on time."
People valued the support provided by care staff and spoke positively about how staff responded to their needs. Comments included, "Certainly the carers that I get are exceptional" and "If you go to them [staff] with a problem, they will listen to you and sort it."
However, several people and relatives told us they would like greater consistency in the staff supporting them. They did not always know who would be visiting and felt continuity of care could be improved. One relative said, "One of the things we asked for was continuity, we don't know who is coming."
People were not always aware of their care plans, and several relatives told us care reviews had not taken place for around 12 months. One relative commented, "[Person] has had care for 12 months, no review to date."
Overall, people's feedback reflected positive experiences of care staff, but concerns regarding continuity of care, communication and involvement in care reviews impacted some people's experience of the service.