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Archived: Hales Group Limited - Thetford Inadequate

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

We are carrying out a review of quality at Hales Group Limited - Thetford. We will publish a report when our review is complete. Find out more about our inspection reports.

Inspection Summary

Overall summary & rating


Updated 9 July 2021

About the service

Hales Thetford is a Domiciliary Care Agency supporting approximately 100 people living in the community. Hales provides personal care support to people to enable them to remain as independent as possible. At the time of the inspection approximately 75% of those supported were supported with their personal care.

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

People told us there were not enough staff to ensure they received their care at a time which suited them and met their needs. This included at times they were required to take their medicines. One person said, “My medication is always late, because they are never on time.” Risks to people’s health and wellbeing including their medicines were poorly managed and people were not suitably safeguarded from poor care. Infection prevention and control procedures specific to the management of the current pandemic were not implemented and monitored to ensure appropriate action was being taken by staff and the people supported. The provider’s recruitment procedures were not followed to ensure the suitably of staff was kept under review.

The provider did not have an effective system of quality audit to assure themselves the service delivered was safe and what people wanted. People were not as involved as they would like in how their support was delivered. One person told us, “I have shared my concerns, called and written to them, 28 days, not heard from them, two hours late every time is not acceptable.” Staff told us they ‘loved’ the job, but they were poorly supported, they could not deliver the Rota in the way it was presented to them as it did not contain enough travel time and sensible breaks. CQC did not receive notifications for all incidents of concern, but the provider’s last report was available on their website.

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

Rating at last inspection and update –

The last rating for this service was Requires improvement (7 November 2019). The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection enough improvement had not been made and the provider was still in breach of regulations.

Why we inspected

The inspection was prompted in part due to concerns received about missed and late calls to people in receipt of services. A decision was made for us to inspect and examine those risks. We received concerns in relation to the management of medicines and people’s needs not being met. As a result, we undertook a focused inspection to review the key questions of safe and well-led only.

We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection.

The overall rating for the service has changed from Requires Improvement to Inadequate. This is based on the findings at this inspection.

We have found evidence that the provider needs to make improvements. Please see the safe and well led key question sections of this full report.

You can see what action we have asked the provider to take at the end of this full report.

The provider told us both prior and throughout the inspection that they had taken steps to mitigate concerns raised by staff and people using the service. However, on inspection, we did not find the steps taken had been effective in mitigating the risks to people in receipt of services.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Hales Group Limite

Inspection areas



Updated 9 July 2021

The service was not safe.

Details are in our safe findings below.



Updated 9 July 2021



Updated 9 July 2021


Requires improvement

Updated 9 July 2021



Updated 9 July 2021

The service was not well-led.

Details are in our well-Led findings below.