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Capital Homecare (UK) Limited Requires improvement

The provider of this service changed - see old profile

Inspection Summary

Overall summary & rating

Requires improvement

Updated 2 October 2021

About the service:

Capital Homecare Limited is a domiciliary care agency. It provides personal care to people living in their own houses and flats. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is to help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of the inspection 356 people were receiving personal care.

People’s experience of using this service:

The quality assurance system was not robust, as the provider had not always identified some of the issues we found at this inspection or acted upon them in a timely manner in relation to medicines management and developing comprehensive care plans.

We have made two recommendations about the management of some medicines and care plans.

People and their relatives gave us positive feedback about their safety and told us staff treated them well. The service had systems and processes in place to administer and record medicines use. Some specific medicines with additional administration requirements were not captured in care plans and risk assessments. People’s care plans reflected their current needs; however some care plans were not detailed with sufficient guidance for staff. People were supported by effectively deployed staff and their visits were monitored. The provider carried out comprehensive background checks of staff before they started work. people were protected from the risk of infection. The provider had a system to manage accidents and incidents.

Staff received support through training, supervision and appraisal to ensure they could meet people’s needs. Staff told us they felt supported and could approach the management team members at any time for support. The provider worked within the principles of Mental Capacity Act (MCA). Staff asked for people’s consent, where they had the capacity to consent to their care. 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.

An assessment of people’s needs had been completed to ensure these could be met by staff. The management team and staff worked with other external professionals to ensure people were supported to maintain good health. People and their relatives were involved in making decisions about their care and support. People were treated with dignity, and their privacy was respected, and supported to be as independent in their care as possible.

Staff showed an understanding of equality and diversity. Staff respected people’s choices and preferences. People knew how to make a complaint. The registered manager knew what to do if someone required end-of life care.

There was a management structure at the service and staff were aware of the roles of the management team. They told us the management team members were supportive and approachable. The management team members and staff worked as a team and in partnership with a range of professionals and acted on their advice.

Rating at last inspection and update

The last rating for this service was good (published 08 March 2018).

Why we inspected

We received concerns in relation to the leadership and management of the service. As a result, we undertook an inspection to review the key questions of safe, effective, caring, responsive and well-led.


We have identified a breach in relation to effective quality assurance systems and processes at this inspection.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information, we may inspect sooner.

Inspection areas



Updated 2 October 2021

The service was safe.

Details are in our safe findings below.



Updated 2 October 2021

The service was effective.

Details are in our effective findings below.



Updated 2 October 2021

The service was caring.

Details are in our caring findings below.


Requires improvement

Updated 2 October 2021

The service was not always responsive.

Details are in our responsive findings below.


Requires improvement

Updated 2 October 2021

The service was not always well-led.

Details are in our well-Led findings below.