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Community Care Direct Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 16 October 2020

About the service

Community Care Direct is a home care provider which offers domiciliary care and support for people within their own homes. The service was providing support to 31 people at the time of the inspection.

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

Leading up to the inspection the service has undergone a period of management change and disruption following the last registered manager leaving and the appointment of the current registered manager. Over this period, we received feedback which raised concern around the general management and running of the agency.

On inspection, some staff reported a lack of clarity regarding the senior manager roles in terms of the running of the agency. The recent history leading to the inspection and the staff feedback suggest this is the main barrier to progress.

Quality audits were carried out but needed further developing to help ensure continued monitoring and bring about improvements.


People's experience of using the service was mostly positive. People received the care and support when required and at their preferred times. People said they received the same carers most of the time. People and family members told us staff were helpful and kind. Positive relationships had been developed between staff and people they supported. People said calls to their home were rarely missed and that staff usually arrived on time.

Although feedback about care delivery was positive, this was carried out by some staff working excess hours. Some staff reported low moral because of this. There was a realisation that more staff needed to be recruited. Current staff had been recruited safely.

People reported good support regarding the management of their medicines and told us they get their medicines on time. There were some anomalies with medication records and the auditing processes had not picked these up. Although staff underwent training, they were not being formally monitored in terms of their ongoing competency to administer medicines.

The new registered manager was a positive force in leading the service.

The service worked effectively with other professionals.

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 good (published 8 August 2018).

Why we inspected

The inspection was prompted in part due to concerns received about the overall management of the agency and how this might affect standards of care. 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.

We have found evidence that the provider needs to make improvement. You can see what action we have asked the provider to take at the end of this full report.

We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection.

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

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Community Care Direct on our website at


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 co

Inspection areas


Requires improvement

Updated 16 October 2020

The service was not always safe.

Details are in our safe findings below.



Updated 16 October 2020



Updated 16 October 2020



Updated 16 October 2020


Requires improvement

Updated 16 October 2020

The service was not always well led.

Details are in our well led finding