3 February 2021
During an inspection looking at part of the service
Glenavon Care Limited is a domiciliary care agency providing personal care to 72 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
Although people told us they felt safe with staff they did not always receive visits on time and were not always informed when staff were running late or had been replaced.
We received some negative feedback about how the service was led. Some people and their relatives told us communication was poor; this mainly related to care call visits. Management checks were not in place to monitor call timings and consideration had not been given to the impact late visits and inconsistent staffing would have on people.
We were mindful of the impact the COVID-19 pandemic had on the service and the strain it had placed on service users, staff and the management team. Following the inspection, the provider spoke about the plans they had in place to address the concerns found during the inspection, including recruiting additional senior staff to support the registered manager.
Staff were recruited safely and underwent all the necessary checks.
Medicines were managed safely. Systems were in place to monitor staff competencies to administer medication and identify and address concerns.
Systems and process to help minimise the risk of cross infection were in place. Staff had received additional training and personal protective equipment (PPE) was readily available.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 19 October 2019).
Why we inspected
We received concerns in relation to the leadership of the service. As a result, we undertook a focused inspection to review the key questions of safe and well-led only.
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. We have found evidence the provider needs to make improvement. Please see the safe and well-led sections of this full report.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Glenavon Care Ltd on our website at www.cqc.org.uk.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.