26 September 2019
During a routine inspection
Age Concern – Tower Hamlets is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to the whole population. Not everyone using Age Concern – Tower Hamlets receives a regulated activity; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.
At the time of the inspection, it was providing a service to two people.
People’s experience of using this service and what we found
A relative or friend told us that their loved one was safe with the carers, but the service was not run safely. The provider had not always identified risks to people who used the service or developed guidance for staff about how to reduce risks where these were identified. The provider had not always reviewed and updated people's risk assessments to reflect their changing needs.
People were at risk of not getting their medicines as prescribed because the system to check medicine records was not effective and medicines were being administered by staff who had not been trained or assessed as competent to carry out the task.
The provider lacked robust systems and processes to ensure the quality and safety of service. The registered manager had recently expanded their other services and did not have enough time or support to continue providing the same quality of service found at the last inspection. The relative or friend of a person using the service did not feel confident their concerns would be listened to and acted upon. Not all staff had received training needed to support them carrying out their role.
Where full care records were in place they were personalised to reflect people's preferences. Staff developed caring relationships with people and supported their diversity and independence. People were supported to eat and drink in line with their preferences and were supported to access healthcare services if required.
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.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was outstanding (published 7 April 2017). At this inspection we found the rating had not been sustained and the provider was in breach of regulations.
Why we inspected
This was a planned inspection based on the previous rating.
Enforcement
We have identified three breaches in relation to safe care and treatment, staffing and training, and good governance at this inspection. We have made a recommendation in relation to person - centred care.
Please see the action we have told the provider to take at the end of this report.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.