31 March 2023
During an inspection looking at part of the service
Surbiton is a domiciliary care agency. The service provides personal care to older people. At the time of our inspection there were 2 people using the service. Not everyone who used the service received personal care. In this service, the Care Quality Commission can only inspect the service received by people who get support with personal care. This includes help with tasks related to personal hygiene and eating. Where people receive such support, we also consider any wider social care provided.
People’s experience of using this service and what we found
People continued to receive unsafe care and support from a service that was not well-led. Medicines were not managed properly and assessed risks weren’t always mitigated against by staff.
Staff provided support without having the appropriate training to keep people safe. The provider continued to fail to deploy enough staff to ensure people received safe, high-quality support as agreed in their care packages.
The provider continued to fail to ensure a service that was well-led, with appropriate governance and oversight of the care people received. Issues noted in previous inspections weren’t acted upon. The registered manager did not ensure that the service monitored and improved the quality and safety of the service people received. The provider's conditions of registration with CQC were not met.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk.
Last rating and update
The last rating for this service was inadequate (published 18 November 2022) and there were breaches of regulations. The provider completed an action plan after the last inspection to show what they would do, and by when, to improve. At this inspection the provider remained in breach of regulations.
Why we inspected
We carried out an unannounced focused inspection of this service on 18 October 2022. Breaches of legal requirements were found in relation to safe care and support, staffing, safeguarding people from abuse, and good governance.
We undertook this focused inspection to check if the provider had made improvements and if they were now meeting the legal requirements. This report only covers our findings in relation to the key questions safe and well-led.
For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating.
The overall rating for the service has not changed following this inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Surbiton on our website at www.cqc.org.uk.
Enforcement
We have found breaches in relation to safe care and support, staffing, safeguarding people from abuse, fit and proper persons employed and good governance 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.
Follow up
The overall rating for this service is inadequate and the service remains in special measures. This means we will keep the service under review and will re-inspect within six months of the date we published this report to check for significant improvements. If the registered provider has not made enough improvement within this timeframe and there is still a rating of inadequate for any key question, we will take action in line with our enforcement procedures. This usually means we will start processes that will prevent the provider from continuing to operate the service.
For adult social care services, the maximum time for being in special measures will usually be 12 months. If the service has shown improvements when we inspect it, and it is no longer rated inadequate for any of the five key questions, it will no longer be in special measures.