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Thames Homecare Service Ltd Requires improvement

This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Requires improvement

Updated 19 November 2020

About the service

Thames Homecare Service Ltd is a domiciliary care agency. It provides personal care to people living in their own homes. The agency is registered to provide services for younger and older adults with a range of needs including physical disabilities and dementia.

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 and relatives told us they were happy with their care and felt safe. However, the provider had not always assessed the risks to people's health and well-being or done all that was reasonably practicable to reduce those risks. People’s medicines were not always managed in a safe way.

There were systems in place to monitor the quality of the service and recognise when improvements were required. These were not sufficiently robust to have identified the issues we found at this inspection.

People, relatives and staff were able to give feedback and felt they were listened to when they did. The provider used this to develop the service. The service worked with other agencies to help people receive joined up care.

Staff found the managers approachable and told us they felt supported. The provider completed employment checks so they only offered roles to suitable staff.

There were appropriate procedures for infection prevention and control.

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 4 June 2018).

Why we inspected

The inspection was prompted in part by notification of a specific incident following which a person using the service sustained serious injury. This incident was subject to an ongoing investigation at the time of our visit. As a result, this inspection did not examine the circumstances of the incident.

The information CQC received about the incident indicated concerns about supporting people to remain safe from the risk of harm. 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 that the provider needs to make improvements. Please see the safe and well-led sections of this full report. You can see what action we have asked the provider to take at the end of this full report.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Thames Homecare Service Ltd on our website at www.cqc.org.uk.

Enforcement

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 safe care and treatment and good governance at this inspection.

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

Follow up

We will request an action plan for 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

Inspection areas

Safe

Requires improvement

Updated 19 November 2020

The service was not always safe.

Details are in our safe findings below.

Effective

Good

Updated 19 November 2020

Caring

Outstanding

Updated 19 November 2020

Responsive

Good

Updated 19 November 2020

Well-led

Requires improvement

Updated 19 November 2020

The service was not always well-led.

Details are in our well-Led findings below.