Background to this inspection
Updated
2 September 2021
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 29 June 2021 and ended on 5 July 2021 We visited the office location on 30 June 2021.
What we did before the inspection
We reviewed information we had received about the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection
We spoke with two relatives about their experience of the care provided. We spoke with two staff on the phone and the registered manager when we visited the office. Two professionals provided their views of the contact they had had with the service.
We reviewed a range of records. This included two people’s care records. We looked at two staff files in relation to recruitment and staff training and supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found. Not all information requested was provided.
Updated
2 September 2021
About the service
Harlow Enterprise Hub is a domiciliary care service providing personal care to people in their own homes. The registered manager told us before and during the site visit they were providing a service for two people. However, in our follow up calls to relatives and professionals, we learnt that people had not been in receipt of a service from the provider for a number of weeks. The evidence in this report is focused on those who had been in recent receipt of the regulated activity of personal care.
People’s experience of using this service and what we found
People who had used the service were not happy with the care and support provided.
The provider did not have processes in place for the safe management and oversight of the service. Risks to people’s health and wellbeing had not been assessed and actions put in place to mitigate them. Staff were not recruited safely in line with current requirements. People’s medicines were not recorded or managed safely. Infection control including COVID-19 policy and procedures were not in place to keep people safe from the risk of infection during the pandemic. Lessons had not been learnt when things had gone wrong.
People’s needs had not been assessed and care not carried out in line with legislation and guidance. Staff did not have the skills or training to meet people’s needs. There was insufficient support, supervision and training to care for people. People did not get the care and support around their meals.
Arrangements were not in place for services to work together. People were not supported to live independent lives and have access to healthcare support. People were not supported to have maximum choice and control of their lives and staff did not support them in the least restrictive way possible and in their best interests.
The management and staff were not always caring and kind. Care provided was not consistent, reliable or person centred. People’s dignity and respect was not considered.
Staff did not have access to clear information about people needs and wishes. The care plans provided minimal information about how care was to be delivered. Concerns and complaints were not always listened to. There was no evidence of people being cared for at the end of their lives.
The provider did not have robust processes in place for the effective and safe management and oversight of the service. A quality assurance process was not in place to monitor, review and audit the care provided.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 7 January 2020 and this is the first inspection.
Why we inspected
This was a planned comprehensive inspection.
Enforcement
We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection.
We will continue to discharge our regulatory enforcement functions required to keep people safe and to hold providers to account where it is necessary for us to do so.
We have identified breaches in relation to Regulation 9, 12, 17, 18, 19 at this inspection.
Full information about CQC’s regulatory response to the more serious concerns found during inspections is added to reports after any representations and appeals have been concluded.