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Continuity HealthCare Services Good

We are carrying out a review of quality at Continuity HealthCare Services. We will publish a report when our review is complete. Find out more about our inspection reports.

Inspection Summary

Overall summary & rating


Updated 29 May 2019

About the service: Continuity Healthcare Services Ltd is a domiciliary care agency. It is registered to provide personal care to people in their own homes, including, older people, people with mental health care needs, and people living with dementia. At the time of the inspection visit the service supported 120 people.

People’s experience of using this service:

• People had not always received their care visits at the times expected.

• Staff understood how to keep people safe and protect them from avoidable harm.

• People’s needs were assessed to ensure they could be met by the service.

• Staff knew about the risks associated with people’s care and management plans had been completed for all identified risks.

• Staff were recruited safely, and there were enough staff to provide the care and support people required.

• Staff completed training to support people with medicines, but staff competency was not checked to ensure they did this safely.

• There were safe procedures to prevent the spread of infection.

• Staff received training and support to be effective in their role.

• People made their own decisions about their care and were supported by staff who understood the principles of the Mental Capacity Act 2005.

• Where required people were supported to meet their nutritional needs and to maintain their health and well-being.

• Staff were caring and respected people’s rights to privacy and dignity.

• People were involved in planning their care and were consulted about the care provided,

• Care plans contained the information staff needed to provide personalised care.

• Systems were in place to manage and respond to any complaints or concerns raised.

• The provider understood their regulatory responsibilities and had effective processes for assessing and monitoring the quality of the service.

Rating at last inspection: Requires Improvement. We rated the service requires improvement in all areas and found two breaches of the regulations. The last inspection report was published on 4 May 2018.

Why we inspected: This was a planned inspection based on the date and the rating of the previous inspection. We had also received concerns about the service that we had referred to the local authority and to the provider to investigate which we needed to review. The overall rating for the service has changed to good, with improvements required in the key area of safe.

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

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our inspection programme. If any concerning information is received, we may inspect sooner.

Inspection areas


Requires improvement

Updated 29 May 2019

The service was not always safe.

Details are in our Safe findings below.



Updated 29 May 2019

The service was effective

Details are in our Effective findings below.



Updated 29 May 2019

The service was caring

Details are in our Caring findings below.



Updated 29 May 2019

The service was responsive

Details are in our Responsive findings below.



Updated 29 May 2019

The service was well-led

Details are in our Well-Led findings below.