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A & K Home Care Services Ltd Requires improvement

Inspection Summary


Overall summary & rating

Requires improvement

Updated 24 September 2019

About the service

A & K Home Care Services Ltd is a domiciliary care agency that provides personal care to older people who are living in their own homes. At the time of our inspection visit, all thirty-five people being supported by the service received personal care.

People’s experience of using this service and what we found

Safeguarding systems and processes were not robust to protect people from avoidable harm. Despite this, people told us they were safe.

Risks to people’s health and well-being were not always identified or managed .

The recruitment process checked employees were suitable for working with vulnerable people.

People and relatives told us care calls had been later than agreed which had caused them concern. However, most people told us staff arriving on time to scheduled calls had recently improved.

People who required support to take their medicines told us they received their medicines as prescribed. However, systems and processes did not always demonstrate this.

The registered manager was unable to demonstrate staff had received enough training to fulfil their role. People and relatives confirmed staff followed good infection control practices.

People's needs, wishes and preferences had been assessed before they received support from the service.

Staff ensured people had enough to eat and drink.

People told us they made daily decisions about their care. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People told us staff were caring and kind and treated them with dignity and respect.

Some people and relatives told us the service had been flexible and responsive to their needs.

People and relatives confirmed any concerns raised had been resolved, but no records of complaints had been maintained to ensure lessons were learned.

Checks had not always been completed to ensure people using the service received high quality, compassionate care. Significant changes in office and supervising staff over the past 12 months had impacted on the effectiveness of the provider’s oversight and governance.

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 07 March 2017).

Why we inspected

This was a planned inspection based on the previous rating. The overall rating for the service has changed now from good to requires improvement. This is based on the findings at this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for A & K Home Care Services Ltd on our website at www.cqc.org.uk.

We have found evidence that the provider needs to make improvements. Please see the safe, effective and well-led sections of this full report.

Enforcement

We have identified two breaches in relation to safeguarding service users from abuse and improper treatment and governance.

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 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.

Inspection areas

Safe

Requires improvement

Updated 24 September 2019

The service was not always safe.

Details are in our safe findings below.

Effective

Requires improvement

Updated 24 September 2019

The service was not always effective.

Details are in our effective findings below.

Caring

Good

Updated 24 September 2019

The service was caring.

Details are in our caring findings below.

Responsive

Good

Updated 24 September 2019

The service was responsive.

Details are in our responsive findings below.

Well-led

Requires improvement

Updated 24 September 2019

The service was not always well-led.

Details are in our well-led findings below.