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

Inspection Summary

Overall summary & rating


Updated 27 November 2018

This announced inspection took place on 18 September 2018. We also re-visited on the 1 October 2018 to complete the inspection.

The last comprehensive inspection was in July 2017. The service was rated requires improvement in the key questions 'Is the service Safe?' and ‘Is the service Well-led?’ this was because we found breaches of regulations regarding safe care and treatment and good governance. The provider had not ensured there was guidance for staff to follow to mitigate the risk of harm to people. In addition, shortfalls in the service had not been identified by the provider’s checks and audits. Overall the service was rated as requires improvement.

Following the inspection in July 2017, we asked the provider to complete an action plan to show what they would do and by when to improve the rating of the key questions 'Is the service Safe?’ and ‘Is the service well-led?’ to at least good. They sent us an action plan stating the measures they would implement to address the breaches of regulations by January 2018.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. The service is registered with the CQC to provide a service to older adults some of whom might be living with dementia and younger adults who have learning disabilities, autistic spectrum disorder, physical disabilities, sensory impairment or mental health needs.

Not everyone using Equicare Services Ltd receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of our inspection nine people were receiving the regulated activity.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

At this inspection we found the provider had made improvements and they had met the regulation regarding undertaking an assessment of the risks to people and had provided guidance to staff. There were audits and checks to ensure the quality of the service provided. However, we found medicines administration records were not always completed fully therefore not all the information staff required was available to enable them to support people with their medicines.

One person told us their care worker was always on time. However, one relative said that their care workers were sometimes late and there were at times missed calls. They felt this was not an area that was addressed in a professional manner by the provider. However, they said the care workers were usually good at their job and that their manner was kind and friendly. They said they felt safe with the care workers who they described undertook their work in a safe manner.

The provider told us they monitored staff attendance by use of an electronic system and assessed staffing levels so they employed enough staff to meet people’s support needs. They recruited staff using safe recruitment processes.

The registered manager undertook assessments to ensure they could meet people’s care needs and the care provided was reviewed on a regular basis to make sure it was suitable. People’s care plans were person centred and contained a good amount of detail to support staff to understand the person and to deliver their care as they wanted it to be done.

The registered manager and care staff worked in line with the Mental Capacity Act 2005 and ensured they obtained people’s consent before providing care and support. Care staff offered people choice in their everyday life.

The provider ensured staff received a thorough induction an

Inspection areas



Updated 27 November 2018

The service was safe. The registered manager undertook assessments to identify risks and provided guidance to staff to mitigate the risk of harm to people.

Staff who administered medicines received training. The registered manager audited people's medicines records to ensure there were no errors or omissions in recording. A few medicines records did not always contain all the information staff required to support people with their medicines.

The provider recruited staff by following their procedure robustly and assessed staffing levels to ensure there were enough staff to meet people�s care needs.

The provider ensured staff were trained in infection control and provided personal protective equipment to help avoid the risk of cross contamination.

The registered manager demonstrated they learnt by their mistakes to ensure there was no reoccurrence.



Updated 27 November 2018

The service was effective. Staff were provided with training and supervision to equip them to undertake their role.

The provider worked in line with the MCA 2005 and care staff asked people�s consent before providing their care and treatment.

The registered manager undertook an assessment before offering a service to people to ensure they could meet their care and support needs.

Care staff supported people to eat healthily and drink enough to remain hydrated. They contacted the relevant health professionals on their behalf to maintain their wellbeing.



Updated 27 November 2018

The service was caring. People and relatives told us staff were kind and friendly.

People�s care plans contained guidance for staff about how people communicated their preferences.

Care staff respected people�s privacy and maintained their dignity.



Updated 27 November 2018

The service was responsive. People had good person-centred plans that informed staff about them and stated how they wanted their care to be carried out.

Relatives and people told us they knew how to raise concerns and complain. Complaints were acknowledged and addressed by the registered manager.

At the time of our inspection the service was not offering end of life care to anyone.



Updated 27 November 2018

The service was well led. The provider had systems in place to ensure the service was delivered in an appropriate manner by the care staff. They carried out daily checks and monthly audits to identify any shortfalls in the service provided.

The provider, registered manager and office staff supported and encouraged staff feedback. They valued their contribution to the agency. They encouraged good practice by recognising and rewarding good staff performance.

Relatives and people told us the provider and registered manager were accessible and responded to their calls.

The provider worked in partnership with health professionals and the local authority to help provide care to people in a safe way.