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Archived: CRG Homecare - Burnley Requires improvement

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

Inspection Summary

Overall summary & rating

Requires improvement

Updated 20 January 2021

About the service

CRG Homecare - Burnley is a domiciliary care service, providing personal care and support to people in their own homes. It provides a service to children, people with a sensory impairment, physical disability, learning disability or autistic spectrum disorder, people with substance misuse support needs, mental health support needs, people with an eating disorder, older people and people living with dementia. At the time of our inspection, the agency was also providing a reablement service, commissioned by the local authority. Reablement is a short-term service designed to help people improve their independence while living at home, for example following a fall, a period in hospital or a change in their circumstances. At the time of our inspection the domiciliary care service was supporting to 99 adults and a further 188 adults were being supported through the reablement service. No children were being supported.

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

There were not always sufficient staff available to meet people’s needs. A number of people had experienced missed, late and short visits and felt rushed when staff supported them. Concerns had been received about these issues for many months, however, the provider had failed to sustain any improvements made. Some improvements were needed to infection prevention and control (IPC) practices to ensure people were protected from the risk of infection. We have made a recommendation about this. The provider recruited staff safely and people received their medicines as they should.

People did not always receive individualised care or care which resulted in good outcomes. They were not always involved in decisions about their care. Most people told us they would recommend the service; however, many people, relatives and staff felt the management of the service needed to be improved. There had been a number of changes in the management of the service over the previous 12 months, which had resulted in a lack of effective management and oversight of the service. Some audits had been completed but had not been effective in ensuring appropriate standards of quality and safety were maintained. We have made a recommendation that the provider ensures they have effective systems in place to protect people from the risk of avoidable harm and to learn lessons when things go wrong.

For more details, please see the full report which is on the Care Quality Commission (CQC) website at

Rating at last inspection

The last rating for this service was good (published 1 February 2018).

Why we inspected

The inspection was prompted in part due to concerns received about missed, late and short visits, staff not providing people with appropriate support and poor management of the service. A decision was made for us to inspect and examine those risks. 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 the previous comprehensive inspection 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.

During this inspection we found breaches of regulation relating to staffing and a lack of effective oversight of the service. You can see what action we have asked 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 at the service. 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


Requires improvement

Updated 20 January 2021

The service was not always safe.

Details are in our safe findings below.



Updated 20 January 2021



Updated 20 January 2021



Updated 20 January 2021


Requires improvement

Updated 20 January 2021

The service was not always well-led.

Details are in our well-led findings below.