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Inspection Summary

Overall summary & rating


Updated 15 October 2021

About the service

Falcon Carers is a domiciliary care agency providing personal care to 79 people at the time of the inspection. Most people supported lived in the Trafford area of Manchester. The registered office was in Stafford. 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 did not feel safe when being supported by the service. Risks to people were not always assessed and managed and staff were not always well trained to respond to people’s risks.

Medicines were not safely managed. Medicines records were poor, and issues had not been identified by the provider, despite them checking the medicines records.

People did not feel staff were competent and the provider could not be sure all staff had the correct training to deliver effective care. Safe recruitment practices had not always been followed.

People were not always 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.

People’s privacy and dignity was not always respected. People felt staff rushed them. People told us about a language barrier that made communication with staff difficult and people could not always make their needs known. This meant people did not receive personalised care and their communication needs were not met.

The provider, who was also the manager had little oversight of the service. Records were disorganised which meant there was a delay in accessing some documents and records. People’s complaints were not dealt with appropriately, so people had lost confidence in sharing their concerns or feedback with the service. People did not feel involved in their care and support.

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 30 April 2019).

Why we inspected

We undertook a focused inspection of safe and well-led to follow up on specific concerns which we had received about the service. The inspection was prompted in part due to concerns received about poor moving and handling practices from staff which resulted in a person falling and injuring themselves. The decision was made for us to inspect and examine those risks.

We commenced telephone calls to people and relatives and found there were other concerns, so we widened the scope of the inspection to become a comprehensive inspection which included all key questions.

The overall rating for the service has changed from good to inadequate. This is based on the findings at this inspection. We have found evidence that the provider needs to make improvements.

You can see what action we have asked the provider to take at the end of this full report.

The provider took action to mitigate some of the most serious risks we found including those in relation to medicines practices and staff training.


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 breaches in relation to dignity, safe care, governance, handling of complaints, staff training and recruitment and notification of incidents at this inspection.

Please see the action we have told the provider to take at the end of this report.

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 request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and 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.

Special Measures

The overall rating for this service is ‘Inadequate’ and the service is therefore in ‘special measures’. This means we will keep the service under review and, if we do not propose to cancel the provider’s registration, we will re-inspect within 6 months to check for significant improvements.

If the provider has not made enough improvement within this timeframe. And there is still a rating of inadequate for any key question or overall rating, we will take action in line with our enforcement procedures. This will mean we will begin the process of preventing the provider from operating this service. This will usually lead to cancellation of their registration or to varying the conditions the registration.

For adult social care services, the maximum time for being in special measures will usually be no more than 12 months. If the service has demonstrated improvements when we inspect it. And it is no longer rated as inadequate for any of the five key questions it will no longer be in special measures.

Inspection areas



Updated 15 October 2021

The service was not safe.

Details are in our safe findings below.



Updated 15 October 2021

The service was not effective.

Details are in our effective findings below.



Updated 15 October 2021

The service was not caring.

Details are in our caring findings below.



Updated 15 October 2021

The service was not responsive.

Details are in our responsive findings below.



Updated 15 October 2021

The service was not well-led.

Details are in our well-led findings below.