Jewel Home Care

Ratings

• Overall

  Inadequate

• Safe

  Inadequate

• Effective

  Requires improvement

• Caring

  Requires improvement

• Responsive

  Requires improvement

• Well-led

  Inadequate

Our view of the service

Date of assessment: 1 December to 17 December 2025.

Jewel Home Care is a domiciliary care agency, providing personal care to people in their own homes. At the time of inspection, 52 people were using the service. 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.

This inspection was carried out in response to concerns which had been raised about the service by stakeholders.

We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed autistic people and people with a learning disability respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

At the time of the assessment, the service was not supporting any autistic people or people with a learning disability, but the provider had regard to ‘Right support, right care, right culture’.

The provider was in breach of the legal regulation relating to safe care and treatment and good governance.

We found significant shortfalls in how the service was managed. The provider had failed to operate effective governance systems, and this placed people at an increased risk of harm. We could not be assured staff had received the level of training and support to care for people safely. Medicines were not managed safely, critical information was missing from care plans, and 2 people told us they didn’t have a care plan in place. The registered manager was unable to demonstrate they had good oversight of the service, and regularly needed to defer to care coordinators or the deputy manager to answer questions about people’s needs.

This service is being placed in special measures. The purpose of special measures is to ensure that services providing inadequate care make significant improvements. Special measures provide a framework within which we use our enforcement powers in response to inadequate care and provide a timeframe within which providers must improve the quality of the care they provide.

People's experience of this service

Feedback from some people who used the service was positive. Some people told us they felt safe and staff were friendly and kind. However, we also received negative feedback from people and their relatives particularly regarding the times care staff arrived for visits, and the length of time they stayed. Concerns were raised over the inconsistency of care staff being sent to people’s homes, a lack of faith in the abilities of the care staff, and difficulty in communicating with the office regarding changes. A relative stated, “[Family member] lives with us, and I wouldn’t trust [staff] to look after them if they lived on their own.” Another relative told us, “[Staff] don’t always do what they are supposed to, and you have to tell them what to do. If I don’t keep an eye on them, they will be doing something else.”

Evidence reviewed did not demonstrate people always received person centred care, from staff who had been recruited safely and trained to a sufficient standard.