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Archived: Carewatch (Colebrook House) Requires improvement

The provider of this service changed - see new profile

Inspection Summary


Overall summary & rating

Requires improvement

Updated 18 April 2019

About the service: Carewatch (Colebrook House) is a domiciliary care agency. It provides personal care to people in their own houses and flats. It provides a service for up to 102 older adults. At the time of this inspection 88 people were being supported with personal care.

Not everyone using Carewatch (Colebrook House) receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with task related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

People’s experience of using this service:

¿ People did not always experience a consistent high quality, person-centred care and support.

¿ People were put at risk of receiving unsafe care and treatment because appropriate assessments were not always carried out with management plans for their needs to be met.

¿ People were not always supported with their medicines safely.

¿ People were not always supported at the time and duration planned for and sufficient staff were not always available to meet people’s needs.

¿ People’s privacy and dignity was not always respected.

¿ People said the service was not always caring and there was a language barrier between them and staff.

¿ People were provided with choice daily but they were not always involved in planning their care and support needs.

¿ The culture in the service was poor and staff teams did not consistently work together to deliver an effective service.

¿ The service was not consistently well-led and the management team lacked clear oversight and knowledge of how the service should be delivered.

¿ The systems in place to assess, monitor the quality of the service and drive improvement was ineffective.

¿ We have made a recommendation about working within the principles of the Mental Capacity Act (MCA) 2005 and the handling of complaints.

¿ The provider had policies and procedures in place for safeguarding adults; however staff were not confident all abuse would be taken seriously.

¿ Staff received induction, training, supervision and appraisals but they did not feel supported in their role.

¿ People were supported to eat and drink for their health and well-being.

¿ People’s independence was promoted.

¿ People were supported to access healthcare services and the staff team worked in partnership with key professionals to provide joined-up care.

Rating at last inspection: This is our first inspection of the service since registering with us on 27 February 2018.

Why we inspected: This inspection was part of our routine scheduled plan of visiting services to check the safety and quality of the care people received.

Enforcement: Action we told the provider to take (refer to end of full report)

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.

Inspection areas

Safe

Requires improvement

Updated 18 April 2019

The service was not always safe

Details are in our Safe findings below.

Effective

Requires improvement

Updated 18 April 2019

The service was not always effective

Details are in our Effective findings below.

Caring

Requires improvement

Updated 18 April 2019

The service was not always caring

Details are in our Caring findings below.

Responsive

Requires improvement

Updated 18 April 2019

The service was not always responsive

Details are in our Responsive findings below.

Well-led

Inadequate

Updated 18 April 2019

The service was not well-led.

Details are in our Well-Led findings below.