- Homecare service
DayByDay Care Limited
Assessment report published 7 June 2025
Contents
Ratings
Our view of the service
Date of assessment 10 March to 2 April 2025. The assessment was triggered by concerns received about the quality of the service.
This is a specialist service that is registered for use by autistic people or people with a learning disability. At the time of the assessment, the registered manager informed us that the service was not supporting anyone whose primary need and reason for support was related to their learning disability or autism. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.
We found 3 breaches of the legal regulations in relation to safeguarding, safe care and treatment and governance. We have asked the provider for an action plan in response to the concerns found at this assessment.
The provider did not consistently protect people from abuse and improper treatment. We identified a safeguarding concern during the assessment. Staff did not always have appropriate guidance to enable them to provide care to meet people’s needs that was safe, supportive and in line with best practice. The governance of the service had failed to create a positive culture and staff morale was low. Staff did not feel involved, valued or listened to by management. Issues, concerns and complaints were not always robustly investigated to support effective learning.
There was not always a strong proactive and positive culture of safety within the service. The provider did not always report safety events. Whilst care calls were covered, staff were required to travel long distances and work long hours. There was a high staff turnover. Staff supervisions were not always meaningful and there were some shortfalls in staff training.
There were multiple medicine errors identified in audits. The provider had implemented new processes in an attempt to reduce these errors. The provider took some steps to support continuity of care across services. Some areas of people’s care plans contained a good level of information, and some professionals spoke positively about staff knowledge of people’s needs. The provider had introduced focus groups to try and involve staff more and improve morale. The registered manager was a member of a local external care group who met weekly to share knowledge, experiences and promote good practice. The provider had measures in place to gather feedback. Professionals told us communication with the service was good.
People's experience of this service
People were not always protected from abuse and improper treatment. People did not always have robust plans in place to support them when they may be communicating distress through behaviours which may be challenging to others.
However, some feedback was received that people received excellent care and support and staff understood people’s needs well. Most people were happy with the team of care staff. Most people spoke positively about the competency of the care staff and their caring nature. People’s calls were covered and if a care worker was going to be late, this was generally communicated to people in a timely manner. People were supported by staff who understood their infection control responsibilities and who wore appropriate personal protective equipment (PPE). People were able to provide feedback through surveys.
People gave mixed feedback about the management of the service. Some people were happy with how the service was led, whilst others spoke negatively about communication within the service.