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The Regard Group - Domiciliary Care Cornwall Inadequate

We are carrying out a review of quality at The Regard Group - Domiciliary Care Cornwall. We will publish a report when our review is complete. Find out more about our inspection reports.

Inspection Summary

Overall summary & rating


Updated 3 March 2021

About the service

The Regard Group is registered both as a domiciliary care agency and a supported living service. It provides personal care to people living in their own houses and flats, and to people living in a 'supported living' setting, so they can live as independently as possible.

People's care and housing are provided under separate contractual arrangements. The CQC does not regulate premises used for supported living; this inspection looked at people's care and support.

People using the service lived in five locations around the surrounding area of West Cornwall. Locations included Govis House, Fox House, Meadow View and Connexion Street and one location in East Cornwall called Buttermill. Not everyone using The Regard Group received regulated activity; CQC only inspects the service being received by people provided with the regulated activity of 'personal care’; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided.

The service was able to support 44 people but only 16 people received personal care. This included one person at Govis House, four people at Fox House, five people at Meadow View, one person at Connexion Street and five people at Buttermill.

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

Relatives and staff told us they did not feel one of the services was safe. Safeguarding concerns had not always been consistently reported by staff and management in a timely manner. Staff were not always clear of their roles and responsibilities in relation to safeguarding.

People, relatives, health and social care professionals and staff were concerned about the lack of consistent leadership in the services, and high staff turnover. Staff morale was low. All commented that communication was poor.

People, relatives and staff lacked confidence that any concerns they had would be listened to or acted upon.

People were not always supported by consistently caring and suitably trained staff. Staffing levels were not sufficient to meet people's care needs in a person-centred way. This was confirmed by feedback received from people living at the service and some staff.

The delivery and planning of care were not consistently person centred and did not always promote good outcomes for people. Support plans did not contain detailed and person-centred information and therefore they did not always accurately reflect the needs of those who used the service.

Staff did not receive effective support from the management team and lacked understanding of their roles and the principles of providing high-quality care. The lack of robust management meant there was no consistent oversight of the service.

There were no effective processes in place for assessing and monitoring the quality of the services provided and to ensure records were accurate and complete. Systems had failed to identify that people were not always protected from avoidable harm. Safe care practices were not always recorded accurately within people's care records. Action had not been taken to make all necessary changes and sustain improvements following the concerns found in our previous inspection report.

The registered manager resigned in September 2020. A registered manager has been appointed and aims to commence this post in January 2021. The registered manager role is that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

The service provides care and support to people living in five ‘supported living’ settings. However, the supportive living services are also used for office space and have communal areas, which is not in line with the principles of Supportive living.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Rig

Inspection areas



Updated 3 March 2021

The service was not safe.


Requires improvement

Updated 3 March 2021

The service was not always effective.



Updated 3 March 2021



Updated 3 March 2021



Updated 3 March 2021

The service was not well-led.