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Goldcrest Healthcare Service Limited Requires improvement


Inspection carried out on 23 September 2019

During a routine inspection

About the service

Goldcrest Healthcare Services Limited is a domiciliary care service providing personal care and support for people in their own homes. At the time of the inspection the service provided support for six people whose care was funded by a local authority and three people who funded their care through direct payments. 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

We saw the provider had risk assessments and risk management plans. However, where a specific need, such as a healthcare condition, had been identified, a risk management plan had not been developed to provide care workers with appropriate information to enable them to reduce the risks associated with the medical condition.

There was a process for the administration of medicines, but records did not always indicate how the person should be supported to take their medicines.

People were not supported to have maximum choice and control of their lives and staff did not support them in the least restrictive way possible and in their best interests; the policies and systems in the service did not support this practice.

People’s care records did not always provide accurate information relating to the care and support they needed, so staff did not always have all the information they needed to care for people.

The provider had a range of audits in place, but the audit in relation to care plans did not provide appropriate information to identify where actions for improvement were required.

People told us they felt safe when they received care in their home. The provider had appropriate recruitment processes in place so only suitable staff were employed to care for people.

Detailed assessments of a person’s needs were completed before they started to receive visits. Staff were appropriately supported in their roles. They completed a range of training and had regular supervision with their manager.

People felt the care workers were kind and caring. They also felt their dignity and privacy was respected when receiving care. The care plans identified each person’s religious and cultural needs and how care workers could provide support to meet these needs.

The provider had a complaints process in place and people told us they knew what to do if they wished to raise any concerns.

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

Rating at last inspection

This service was registered with us on 10/10/2018 and this is the first inspection.

Why we inspected

This was a planned inspection based on the date the service started operating. We have found evidence that the provider needs to make improvements. Please see the Safe, Effective, Responsive 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 report.


We have identified breaches of regulations in relation to the management of medicines, managing risk, mental capacity, person centred care and quality assurance 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 from the provider to understand what they will do to improve the standards of quality and safety. 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.