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ICare (GB) Limited - Runcorn Requires improvement

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

Inspection Summary

Overall summary & rating

Requires improvement

Updated 4 August 2021

About the service

I Care (GB) Limited is a domiciliary care agency providing personal care to adults in their own homes. The service was supporting 80 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 service was not well-led. We found significant shortfalls in how the service was managed.

Assurance processes and systems were not robust enough to provide adequate overview and did not always mitigate risk to the health and welfare of people using the service.

Although people told us they were happy with the care being provided, because risk was not appropriately managed, this meant people were sometimes exposed to a risk of harm.

Some people, including those with more complex needs, did not have a care plan in place. What paperwork was in place, did not always reflect their current care and support needs and provided staff with insufficient guidance on how to support people safely.

People told us staff sought their consent, though care records did not always reflect that people had provided consent to their care and treatment or had been involved in the creation of their care plan.

There was ineffective oversight of training for staff. Staff had not completed all mandatory training, including medication and COVID-19 training, to ensure they were competent in their roles. However, some gaps in staff training had been identified by the registered manager and training sessions had been booked.

We have made a recommendation about staff deployment to help ensure more effective covering of calls.

The registered manager began to address our concerns immediately following the inspection, showing they were responsive to making the required improvements, and that the safety and quality of the service was a priority.

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

Rating at last inspection

This service was last inspected on 11 February 2018 and rated Good (report published 11 April 2018.)

Why we inspected

The inspection was prompted in part due to concerns received about a lack of care plans, risk assessments and medicines management. A decision was made for us to inspect and examine those risks.

We looked at infection prevention and control measures under the Safe key question. We look at this in all inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to coronavirus and other infection outbreaks effectively.

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 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 will continue to discharge our regulatory enforcement functions required to keep people safe and to hold providers to account where it is necessary for us to do so.

We have identified breaches in relation to safe care and treatment, consent and governance at this inspection.

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 for the provider to understand what they will do to improve the standards

Inspection areas


Requires improvement

Updated 4 August 2021

The service was not always safe.

Details are in our safe findings below.


Requires improvement

Updated 4 August 2021



Updated 4 August 2021



Updated 4 August 2021



Updated 4 August 2021

The service was not well-led.

Details are in our well-led findings below.