The Care Quality Commission (CQC) has told Direct Health (UK) Limited that it must make improvements to protect the safety and welfare of people who use the services of Direct Health (Preston). Direct Health is a domiciliary care agency that provides personal care services to support people to live independently in the Preston area.
The report published by CQC can be found at: www.cqc.org.uk/location/1-803938772
CQC last carried out an announced comprehensive inspection of this service on 25 February 2015 and 6 March 2015 when the service was rated as Requires Improvement. As a result of the findings CQC requested the provider to give us an action plan on how they were going to meet the requirements of the regulations.
During this inspection inspectors reviewed actions taken by the provider to gain compliance against the breaches. Although some improvements had been made in respect of person centred care planning, and staff training, induction and maintenance of care records, the inspection team found little in the way of improvement in respect of safe management of medication and systems for assessing the quality of service. Further deterioration in the quality of care was noted as a result of the lack of adequate staff supervision and insufficient leadership and oversight. This inspection rated the service as Inadequate.
Some of the findings from the latest inspection included:
- The processes in place to support and help people were not robust enough. At times the processes were found to compromise people’s safety, for example Inspectors found how people were assisted to manage their medication placed peoples at risk.
- The service was unreliable because carers did not visit as planned. They were either late, too early or did not stay the duration of the call. This had exposed people to risk of improper treatment and care.
- The service was unable to demonstrate progression since the last inspection and had not met all the breaches outlined in the issued requirement notice.
Debbie Westhead, Deputy Chief Inspector of Adult Social Care in the North, said:
“We found the care provided by Direct Health (Preston) was of a very poor standard. In particular, we are concerned that people did not receive care at the time they were supposed to. This did not meet their needs and also placed them at risk. People using Direct Health (Preston) rely on regular and timely visits this was clearly not happening. I am disappointed at the lack of improvement since our inspection in February and March 2015.
“People are entitled to services which provide safe, effective, compassionate and high quality care and we have told the provider that they must take immediate action. . Many people rely on their services and I am not satisfied that the levels of care are acceptable.
“We are working closely with Lancashire County Council to ensure that people receiving care are not placed at further risk. We will continue to monitor and review this agency and if we are not satisfied will not hesitate to use further enforcement powers to bring about improvement.
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