Mears Care Kingsteignton rated Inadequate by the Care Quality Commission

The Care Quality Commission have rated Mears Care Kingsteignton, as Inadequate, following an inspection in October.

CQC inspectors found Mears Care Kingsteignton in Newton Abbot was Inadequate for being Safe, Effective, Caring, Responsive and Well-led. Read the full report and ratings for all key services.

During August and September 2016, CQC received concerns from a number of sources in relation to the quality of care being provided at Mears Care Kingsteignton. In response to those concerns inspoectors undertook this unannounced inspection which commenced on 3 October and ended on 13 October 2016.

Mears Care Kingsteignton provides personal care to people living in their own homes. At the time of this inspection the service was providing care and support to 143 people.

Debbie Ivanova, Deputy Chief Inspector of Adult Social Care, said:

“We have rated Mears Care Kingsteignton as inadequate and placed it into Special Measures. Our priority is to ensure the safety and welfare of people receiving services at all times and it is unacceptable that people did not always receive their care as planned and were placed at risk of harm.

“CQC’s priority will always be for the safety of people using health and social care services. I expect improvements to be implemented with immediate effect. If no improvements are found at our next inspection we will take action in line with our enforcement procedures to begin the process of preventing the provider from operating this service. This will lead to cancelling their registration or to varying the terms of their registration if they do not improve.”

Inspectors found the service did not employ enough staff to meet people's needs. People were not always receiving their planned visits or visits were late. This resulted in risks to people's welfare and safety. For example, people missed their medicines and missed their meals. People who needed two care staff at each visit had one staff member arrive. This meant care could not be carried out as required, or safely; relatives/representatives were supporting the care staff to deliver care. This placed people and staff at risk of injury or harm.

Staff providing care and support did not always have the skills and knowledge they required to care for people. When updates in staff training were required these had not been provided. This meant Mears Care could not be assured staff had the skills and knowledge they needed to meet people's needs safely.

Some people were found to be not receiving support in a caring way, particularly when care was delivered by staff they didn't know well. People informed CQC they were unhappy with the lack of continuity of care staff. This had caused distress, especially for people living with dementia who needed to see familiar faces. People told inspectors they had been unable to speak with managers and did not receive a return call when they requested it. Some people did feedback to inspectors they felt 'fobbed off' and found out that information given to them was untrue. However, other people did find staff to be caring and had built good relationships.

Inspectors found complaints from people had not been taken seriously, explored thoroughly and responded to in good time. There were numerous examples found by inspectors of people making complaints that had not been resolved by the provider.

Ends

For further information please contact CQC Regional Engagement Manager John Scott on 07789 875809 or, for media enquiries, call the press office on 020 7448 9401 during office hours. Journalists wishing to speak to the press office outside of office hours can find out how to contact the team here. (Please note: the duty press officer is unable to advise members of the public on health or social care matters). For general enquiries, please call 03000 61 61 61.