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Embrace UK Community Support Centre Requires improvement

Inspection Summary


Overall summary & rating

Requires improvement

Updated 24 October 2020

About the service

Embrace UK Community Support is a domiciliary care agency providing personal care to people living in their own home. At the time of our inspection there were 100 people using the service. 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 received concerns about safeguarding, risk management, staffing and staff training, complaints, infection control, missed and late calls and the management of the service.

People and most relatives told us they felt safe using the service. Although relatives knew who to contact if they felt their relative was unsafe, people using the service were not sure who to talk to.

Staff did not always understand their responsibilities in reporting and acting on abuse.

Risk assessments lacked details on how to reduce risks to people with specific health needs.

We have made a recommendation in relation to the management of medicines.

Accidents and incidents were not always recorded in line with the providers policies and procedures.

People and relatives told us staff followed good infection control practices when providing care.

Systems for monitoring the quality of the service were ineffective in ensuring records related to care and treatment were up to date.

The provider failed to notify CQC of a notifiable incident involving an allegation of abuse.

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 24 May 2018).

Why we inspected

We undertook this targeted inspection to follow up on specific concerns which we had received about the service. The inspection was prompted in part due to concerns received about risks related to safe care and treatment, complaints, staff training and management of the service. A decision was made for us to inspect and examine those risks.

We inspected and found there was a concern with the way safeguarding concerns were raised and the management of risks related to safe care and treatment, so we widened the scope of the inspection to become a focused inspection which included key questions from safe, effective, responsive and well-led.

The ratings from the previous comprehensive inspection for those key questions not looked at on this occasion 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.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Embrace UK Community Support Centre on our website at www.cqc.org.uk.

Enforcement

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 complaints, risk assessments, staffing levels and staff recruitment, staff training and supervision and governance systems at this inspection.

Full information about CQC’s regulatory response to the more serious concerns found during inspections is added to reports after any representations and appeals have been concluded.

Follow up

We will request an action plan for 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 prog

Inspection areas

Safe

Requires improvement

Updated 24 October 2020

The service was not always safe.

Details are in our safe findings below.

Effective

Good

Updated 24 October 2020

At our last inspection we rated this key question Good. We have not reviewed the rating at this inspection. This is because we only looked at the parts of this key question we had specific concerns about.

Caring

Good

Updated 24 October 2020

Responsive

Good

Updated 24 October 2020

At our last inspection we rated this key question Good. We have not reviewed the rating at this inspection. This is because we only looked at the parts of this key question we had specific concerns about.

Well-led

Requires improvement

Updated 24 October 2020

The service was not always well-led.

Details are in our well-Led findings below.