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Mrs O's Caring Hands Homecare Limited Also known as Mrs O's Caring Hands Homecare Limited

Overall: Requires improvement read more about inspection ratings

56-60A, Front Street West, Bedlington, NE22 5UB 07834 171060

Provided and run by:
Mrs O's Caring Hands Homecare Limited

Latest inspection summary

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Background to this inspection

Updated 10 December 2020

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

This inspection was carried out by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was announced. We gave the service 24 hours’ notice of the inspection. This was because we needed consent from people to allow us to contact them and to ensure the registered manager was available for our office visit.

Inspection activity started on 6 November 2020 and ended on 18 November 2020. We visited the office location on 16 November 2020.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service.

The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection.

During the inspection

We communicated with seven people and five relatives by telephone. We spoke with the registered manager and the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We spoke with the company trainer, one coordinator and the newly appointed compliance officer. We contacted 26 care staff (of which 12 responded). We spoke with three external professionals, including a care manager, a social worker and a member of the community nursing team.

We reviewed a range of records. This included seven people’s care records and multiple medication records. We looked at six staff files in relation to recruitment and training. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records. We contacted two professionals who regularly visit the service.

Overall inspection

Requires improvement

Updated 10 December 2020

About the service

Mrs O’s Caring Hands Homecare Limited is a domiciliary agency providing personal care to people living in their own homes throughout Northumberland. Services were provided to adults with a wide range of health and social care needs including physical disabilities, mental health needs and those living with dementia. At the time of our inspection there were 86 people receiving support.

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

Medicines management procedures needed to be improved. We were not assured that people either received their medicines in a timely manner or as prescribed.

There were quality assurance systems in place to monitor the service and care being provided. Some records and quality assurance processes would benefit from further review. We have made a recommendation regarding this.

There were enough suitably recruited staff on duty although an update in recruitment procedures was required. We have made a recommendation regarding this.

Safeguarding procedures were embedded within the service and incidents and accidents were reported and investigated. Recording systems were being reviewed.

Staff were kind and caring and the registered manager was praised by staff for their support. There was evidence of a supportive culture throughout the management and office teams.

Infection control procedures were being followed and any issues arising were addressed straight away. Enough masks, aprons and gloves were available for staff to use.

People and staff reported that the service was well led. We did receive some mixed comments on communication within the office team which was raised with the management team to look into.

People had the opportunity to feedback on their experiences, but it was not always clear if action had been taken. We have made a recommendation in connection with this.

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 21 December 2017).

Why we inspected

We received concerns in relation to the management of medicines, staffing, unsupportive culture and quality assurance. As part of CQC's response to the coronavirus pandemic, we are also included a review of infection control and prevention measures as part of this inspection. 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 read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Mrs O’s Caring Hands Homecare Limited on our website at www.cqc.org.uk.


We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We have identified a breach in relation to safe care and treatment at this inspection.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.