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AC Homecare Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 16 March 2021

AC Homecare is a domiciliary care agency providing personal care to 31 people at the time of the inspection.

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

The management team did not always notify appropriate agencies of safeguarding concerns in a timely manner. Where concerns had been raised these were not always investigated effectively. This was highlighted as part of the inspection feedback and the management team looked into these concerns.

Where people had support with medicines this was not always managed efficiently. Medicines administration records were not always completed, and people’s medicines were not always reordered promptly. This meant people did not have their medicines when required.

People had mixed views when asked about staff knowledge of their roles. Staff had not received all of the mandatory training set out by the provider, although the provider completed observations and competency checks.

Staff had access to personal protective equipment (PPE) and were tested for COVID-19 in line with guidance. People said the majority of staff were using safe practices when using PPE, although there were times where staff did not wear the PPE correctly. Staff were not cohorted into specific teams or areas to reduce the risks of cross infection by reducing the number of staff they had direct contact with. Opportunities had been missed to ensure risks were minimised in this area. This meant that staff were mixing with different staff members and people. This did not offer assurance that the provider was managing potential infection transmission risks effectively.

In December 2020 a new provider took over the service, people and staff felt there was a lack of communication with the new provider and felt unsettled with the changes. People felt the staff supporting them were kind and caring, although found some of the office staff not to be professional.

The provider did not have a robust quality assurance system in place which meant that where improvements were needed these were not identified and actioned. For example, people did not always receive their full support hours commissioned to them and people spoke about how staff were late to their support. This had not been picked up by the management team. Following the inspection, the provider spoke about a new quality assurance system they were planning on putting into place.

People told us they were involved in their care and staff listened to how they wanted their support to be given. However, there were occasions where people had contacted the management team to ask for changes to be made to their care and this was not always actioned promptly.

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

Rating at last inspection

The last rating for this service was requires improvement (published 21 November 2019).

Why we inspected

We received concerns in relation to the management of medicines, safeguarding and the working culture. 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 improvement. 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

Inspection areas


Requires improvement

Updated 16 March 2021

The service was not always safe.

Details are in our safe findings below.



Updated 16 March 2021



Updated 16 March 2021



Updated 16 March 2021


Requires improvement

Updated 16 March 2021

The service was not always well-led.

Details are in our well-Led findings below.