- Homecare service
Empyrean Care Group
Assessment report published 22 July 2024
Contents
Ratings
Our view of the service
Date of assessment 20 May 2024 to 30 May 2024
Etiquette Recruitment & Staffing Ltd is a domiciliary care agency providing personal care to people in their own homes. At the time of our assessment, 41 people were using the service.
This assessment was prompted by concerns raised by partner agencies in relation to medicine management, assessment of risk, staffing, training, and oversight. A decision was made for us to assess and examine those risks.
During our assessment we found 4 breaches of regulation relating to safe care and treatment, safeguarding, governance, and staff training.
People’s care and support records did not adequately identify or assess risks to people. Safeguarding concerns had not always been reported to the local authority to ensure people were protected from the risk of abuse. Medicines were not managed safely. Not all staff had completed the required training to carry out their role safely. Governance systems and audits were either not in place or ineffective in identifying risk or addressing areas for improvement.
In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website after any representations and/ or appeals have been concluded.
We have asked the provider for an action plan in response to some of the concerns found at this assessment.
People's experience of this service
We spoke with 6 people and 15 relatives of people who used the service. Overall people were satisfied with the care they received. People said they felt able to raise concerns with the care co-ordinator and felt they would be listened to and kept safe. People were involved in their care planning and felt staff understood their needs. Some people said whilst they had not had any missed calls, staff timings were sometimes inconsistent. Not everyone we spoke with had support with their medicines, those that did, did not feel there were any significant concerns with this support.
Whilst the people we spoke with expressed they were generally happy with their care, our assessment found the safety and effectiveness of the care provided did not meet the expected standard.