Archived: Harlow Enterprise Hub

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.