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iCare Solutions Manchester Limited Requires improvement

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

We are carrying out a review of quality at iCare Solutions Manchester Limited. We will publish a report when our review is complete. Find out more about our inspection reports.

Inspection Summary

Overall summary & rating

Requires improvement

Updated 23 January 2020

About the service:

ICare Solutions Manchester Limited is a large domiciliary care agency. The service provides care and support to primarily older adults living in their own homes in the Trafford and Manchester areas of Greater Manchester. ICare Solutions Manchester Limited also provides care and support for people referred to the Stabilise and Make Safe (SAMS) service, contracted by the local authority. This service focuses on helping people regain their confidence, strength and independence following an illness, accident or hospital stay.

At the time of this inspection the service was providing care and support to 112 people. The Care Quality Commission (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:

The provider monitored staff timeliness through electronic call monitoring, although usage of this by staff was not consistent. Where this was used electronic call monitoring records indicated that many calls were cut short and people did not receive their commissioned support in full. People told us care staff were sometimes late and they were not always informed by the office.

There were processes in place to monitor and audit the safety of the service, although these had not identified some of the issues we found with records and there were inconsistencies with the supervision and appraisal of staff. The provider could evidence actions taken and ‘lessons learned’ when things had gone wrong.

People were receiving their medicines as prescribed. Improvements to assist with the recording and auditing of medicines were being introduced by the provider. People felt the staff providing support were competent. Staff were satisfied with the standard of training they received however, there was a lack of consistency with regards to supervision and appraisal of staff.

Most people were satisfied with the service they received. People were usually supported by consistent teams of staff who knew them and understood their needs and preferences. During our home visits we spoke with people who confirmed their regular staff were kind, respectful and aware of their specific needs. Recruitment processes had improved with a robust risk assessment of potential new employees where this was warranted.

There was information recorded in care plans about people’s social histories and people’s preferences. Care staff told us they would speak to the person and get to know them so that care was person-centred and met people’s needs. People received an annual quality assurance visit and review of their service, and the provider sought feedback about the service. People told us they felt involved in decisions about their care.

The registered manager was supported by a quality assurance officer, office-based care co-ordinators and administration staff. A new manager had been appointed days prior to this inspection with the intention of becoming the registered manager. The current registered manager planned to assume a regional role in the company.

Rating at last inspection:

We last inspected this service on 5 and 7 September 2018, when we rated the service requires improvement. The report was published on 30 November 2018. This is the fourth consecutive time the service has been rated requires improvement.

Why we inspected:

This was a planned comprehensive inspection to follow-up our last inspection when we rated the service requires improvement. Following our last inspection, we asked the provider to complete an action plan telling us how they would become compliant with the three breaches of regulations we identified relating to good governance, person-centred care and requirement as to display of performance assessments.


We are considering options in relation to enforcement action. Full information about CQC’s regulatory response to the mor

Inspection areas


Requires improvement

Updated 23 January 2020

The service was not always safe.

Details are in our safe findings below.



Updated 23 January 2020

The service was effective.

Details are in our effective findings below.



Updated 23 January 2020

The service was caring.

Details are in our caring findings below.



Updated 23 January 2020

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 23 January 2020

The service was not always well led.

Details are in our well led findings below.