You are here

inTouch Home Care Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 21 October 2020

About the service

in Touch is a domiciliary care agency providing personal care to people in their own homes. The service was supporting 88 people with personal care in their own homes at the time of our inspection.

People's experience of using this service

Systems for identifying and managing organisational risk were not effective and information to support performance monitoring was not always reliable. Staffing issues meant senior staff had been delivering care calls and were unable to effectively carry out their roles and responsibilities to manage service delivery. Whilst some people were positive about the care provided, over half the people spoken with raised concerns about missed and late calls and inconsistent staff who lacked the knowledge and understanding to meet their needs. Not everyone had confidence in the complaints process because issues of concern continued despite complaints being raised.

Safeguarding systems were not sufficient to ensure risks associated with people’s care were promptly identified and managed to reduce the risk of people coming to harm. Systems in place for the oversight of safeguarding incidents did not demonstrate they had been managed effectively and risks to people had been mitigated.

Some areas for improvement of the service had been identified but actions to implement changes were still in progress at the time of our visit.

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

Why we inspected

The inspection was prompted by concerns we had received about missed and late care calls, inconsistency in standards of care due to high staff turnover, failure to address concerns and complaints and the overall governance of the service. As a result, a decision was made for us to inspect and examine those risks. We undertook a focused inspection to review the key questions of safe and well-led only.

The overall rating for the service has deteriorated to requires improvement. This is based on the findings at this inspection.


We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to discharge our regulatory enforcement functions required to keep people safe and to hold providers to account where it is necessary for us to do so.

We have identified two breaches of the regulations in relation to the safety of people’s care and governance.

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 meet with the provider following this report being published to discuss how they will make changes to ensure they improve their rating to at least good. We will work with the local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas


Requires improvement

Updated 21 October 2020

The service was not always safe.

Details are in our safe findings below.



Updated 21 October 2020



Updated 21 October 2020



Updated 21 October 2020



Updated 21 October 2020

The service was not well-led.

Details are in our well-led findings below.