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Cheshire home care agency ordered to make improvements or face further action

28 August 2015
  • Media

The Care Quality Commission (CQC) has told Mrs Kimberley Ellen Dupree that she must make urgent improvements to Cestrian Care, in order to ensure the safety and wellbeing of the people it provides home care support to in the Chester area.

During unannounced inspections in July this year, inspectors found that the service was failing to provide care which was safe, effective, caring, responsive to people’s needs or well led.

Under CQC’s programme of inspections, all adult social care services are being given a rating to help people choose care. Overall, Cestrian Care has been rated as Inadequate.

A full report from the inspection has been published on the CQC website:

The report highlights a number of areas of concern, including:

  • There was a lack understanding of safeguarding and policies that could be used to guide staff to protect people from risks of abuse. Inspectors found evidence of incidents having occurred which had not been reported to the local authority or CQC.
  • Checks carried out on staff as part of the service’s recruitment procedures had not always been fully completed before staff started providing care.
  • Care records did not contain enough detail to reflect a person’s current care needs, as a result people were not protected against the risks associated with unsafe use and management of medicines and also at risk of being deprived of their liberty.
  • Staff were not provided with effective training and were not supported to develop further through regular supervision and appraisals.
  • The provider did not follow their own procedure when responding to complaints and some were not resolved satisfactorily, inspectors saw no evidence of learning that had resulted in changes to the service.
  • Inspectors could not be assured that the provider was accurately recording the time carers spent supporting people and that efforts had been made to adjust staffing when people’s care needs changed.
  • The service had been operating with incorrect registration information because the provider had failed to inform CQC that the service had changed address and a new manager had been recruited.
  • The provider did not have an effective system in place to regularly assess and monitor the quality of service that people received.

Debbie Westhead, CQC’s Deputy Chief Inspector of Adult Social Care in the North, said:

“Whilst we received some good comments about care received from people the service supported, the inspection of Cestrian Care raised serious concerns and observed practices that were unsafe.

“To not have effective policies and systems in place helping staff to ensure the safety and wellbeing of the people they support and to not inform CQC of a change of address, and new recruitment of a manager, are very serious concerns.

“Since the inspection we have been working closely with the local authority to ensure that people being provided support are not at risk. We have placed this service in special measures and made it clear where action must be taken to address the concerns identified.

“We will re-inspect the service within six months to check whether sufficient improvements have been made. If we find that the service being provided remains inadequate, we will consider taking further steps to cancel its registration with CQC."


For further information please contact CQC Regional Communications Officer Mark Humphreys on 0191 233 3519. Journalists wishing to speak to the press office outside of office hours can find out how to contact the team here. Please note: the press office is unable to advise members of the public on health or social care matters.

For general enquiries, please call 03000 61 61 61.

Last updated:
29 May 2017

Notes to editors


CQC has published a full report detailing the findings of their inspection:


In October 2014, CQC began to roll out its new inspection regime for adult social care services across England, using specialist teams who will inspect and rate services against what matters to the people who use them.


Since 1 April, providers have been required to display their ratings on their premises and on their websites so that the public can see their rating quickly and easily. For further information on the requirement for providers to prominently display their CQC ratings, please visit:


Special Measures All adult social care services inspected since 1 April 2015 that receive an overall rating of Inadequate will be placed into special measures by CQC. The regime is designed to make sure there is a timely and coordinated response to Inadequate care and we will use it alongside our


When a service is in special measures it is the provider’s responsibility to improve, seeking appropriate support from its own resources and from other relevant organisations. When we can, we will signpost providers to improvement support agencies. 


Those services will be inspected again within six months. If a service demonstrates improvements and is no longer rated as inadequate for any of the five key questions we will take it out of special measures. If sufficient improvements have not been made and there remains a rating of inadequate for any key question or overall, we will take further action which may include cancelling the registration of that service.


About the Care Quality Commission

The Care Quality Commission (CQC) is the independent regulator of health and social care in England.

We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve.

We monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and we publish what we find to help people choose care.