The Care Quality Commission
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Archived: Care UK Community Partnerships Limited Basingstoke

Viewpoint, Basing View, Basingstoke, Hampshire, RG21 4RG 0333 321 8304

Provided and run by:
Care UK Community Partnerships Ltd

All Inspections

9 December 2013

During an inspection looking at part of the service

At our last inspection on 25 July 2013 the provider was not effectively assessing and monitoring the quality of their service. We found the agency was failing to ensure the welfare and safety of people who used the service because of the high number of missed or mistimed calls. The provider was also failing to update risk assessments and deliver support in line with people's care plans. The service had repeatedly failed to meet the needs of people by employing sufficient numbers of suitably qualified and experienced staff. Therefore, we took enforcement action and served three warning notices directing the provider to become compliant by 31 October 2013.

The provider was also failing to meet the essential standards with regard to safeguarding people from abuse, supporting their workers and the management of records. Therefore, we issued compliance actions directing the provider to make the necessary improvements.

On 9 December 2013 we conducted a follow up inspection and found that the provider had taken the necessary action to improve their service and had achieved compliance with the essential standards.

In this report the name of a registered manager appears who was not in post and not managing the regulatory activities at this location at the time of this inspection. Their name appears because they were still a Registered Manager on our register at the time.

25 July 2013

During an inspection in response to concerns

We carried out this inspection in response to concerns raised, including the high number of missed calls. We found that people's needs were not always assessed and care was not always planned and delivered in line with their individual care plan. One person told us,' I don't want to complain because the regular girls are great but I never know who's coming, when they're coming or if they're coming at all. I never get told.' A relative told us, 'It's all gone to pot. We need two staff to use a hoist. They never get here together. An agency carer came the other day and point blank refused to help me do it or wait for the other carer.'

There were appropriate arrangements to ensure the safe management of medicines which were given in a person centred way.

People were cared for by suitably qualified, skilled and experienced staff because the provider had an effective recruitment and selection process. However we found that the service had not ensured that there were enough staff who knew the needs of people to provide consistency of care. Care was delivered by staff who had received appropriate training. However, the provider had not ensured that staff were properly supervised or appraised.

We noted that people were not asked for their views about their care and treatment because reviews and risk assessments had not been completed.

Numerous cardboard boxes which contained personal care records had not been kept securely and may not be located promptly if needed.