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Concept Care Solutions Ltd (Edgware) Requires improvement

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

Inspection Summary


Overall summary & rating

Requires improvement

Updated 3 December 2019

About the service

Concept Care Solutions Ltd (Edgware) is a domiciliary care agency providing personal care to 101 people at the time of the inspection. The service supported older people, children and young adults with physical and learning disabilities, mental health needs, Autism and Asperger’s.

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 identified shortfalls in the leadership and management of the service which impacted on the quality of care people received. The registered manager failed to adhere to registration regulatory requirements. Robust governance was not in place; audits and checks had been ineffective in driving the necessary improvements.

The service was not safe. Systems to identify, monitor, record and report matters which could be a safeguarding issue were not followed properly. Safeguarding incidents and allegations of abuse had not always been properly managed or reported as necessary to the Commission which meant people were at risk of a reoccurrence.

People supported by regular, experienced care workers experienced better outcomes than those who were not. People told us they were not always informed of who was scheduled to attend their care calls and were not informed when carers were running late.

The provider did not have robust systems in place to monitor the quality of the service provided. We found up to date records were not kept regarding improvements made to the service. The service did not record how they learned from accidents and incidents and did not notify the Care Quality Commission of such events, as they are required to do.

Not all people knew how to make a complaint and people did not always receive a response from the service when they raised complaints. We have made a recommendation about this.

Most people told us their privacy and dignity were respected and their care workers were caring and kind.

People were supported, when required, to receive their medicines regularly and staff completed the medicine administration records. Staff were aware of how to reduce the risk and spread of infection.

Staff obtained people's consent before supporting them. People were supported where required to eat and drink sufficient amounts to remain healthy and were supported to access healthcare professionals when required. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

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 04 January 2017). Since this rating was awarded the registered provider of the service has moved premises and changed its name from Concept Care Solutions - 1st Floor Middlesex House to Concept Care Solutions Ltd (Edgware). We have used the previous rating to inform our planning and decisions about the rating at this inspection.

Why we inspected

The inspection was prompted in part due to information of concerns received from the local authority commissioning team. A decision was made for us to inspect and examine those risks.

We have found evidence that the provider needs to make improvements. Please see the Safe, Caring, Responsive and Well Led sections of this report.

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

Enforcement

We have identified breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 relating to safeguarding, good governance and staffing. Please see the action we have told the provider to take at the end

Inspection areas

Safe

Requires improvement

Updated 3 December 2019

The service was not always safe.

Details are in our safe findings below.

Effective

Good

Updated 3 December 2019

The service was effective.

Details are in our effective findings below.

Caring

Requires improvement

Updated 3 December 2019

The service was not always caring.

Details are in our caring findings below.

Responsive

Requires improvement

Updated 3 December 2019

The service was not always responsive.

Details are in our responsive findings below.

Well-led

Requires improvement

Updated 3 December 2019

The service was not always well-led.

Details are in our well-Led findings below.