The Care Quality Commission have rated Mears Care Torbay and Devon, as Inadequate, following a focussed inspection in October 2018.
CQC inspectors found Mears Care Limited in Kingsteignton, Newton Abbot was Inadequate for being safe and well-led. Read the full report and ratings for all key services.
In September 2018, the service took over the care visits of an agency that had closed down. Subsequently CQC received information of concern from relatives and a member of staff that a significant number of people were not receiving care visits as planned.
Inspectors found people were being placed at risk because the provider was not always ensuring enough staff were available at all times to deliver planned care. The processes followed during the transfer of the care packages were not managed effectively. A significant number of staff did not transfer to Mears Care Ltd and the provider did not have a robust contingency plan in place. This resulted in 91 missed visits between 17 and 23 September 2018, which placed people at risk of harm
People were not always receiving safe care and support. Inspectors identified people were being left for long periods of time without their basic care needs being met. For example, some people were left in wet beds or soiled pads because they could not get out of bed or to the toilet without help.
Other people using the service were at risk of not receiving sufficient nutrition and hydration. Some people relied on care staff to prepare their meals and drinks, where care visits were missed people went without food and drink as they were unable to prepare this for themselves.
People were not always receiving their medicines as prescribed. Where visits had been missed or were late, people had not received their medicines which put them at risk of harm especially people taking medication to manage their diabetes or heart conditions. People taking medicines for pain control were subjected to avoidable pain and discomfort due to missed or late visits.
People and staff were not always given the information they needed and there was a lack of communication. Inspectors were told people were not kept informed about any changes to their care. There were a number of examples of people phoning the office and not receiving a response. This lack of communication had left people angry, frustrated and extremely anxious as they did not know from one day to the next who if anyone would be coming.
Yet staff we spoke with were passionate about their work and knew changes needed to be made but were extremely upset and frustrated by the organisation and how the transfer had been managed. Staff told inspectors that they did not feel listened to and when they had raised concerns these were not taken seriously, and action was not taken. One relative told inspectors, "Staff have been marvellous, but they have too much work to do. One young carer, who was very apologetic for being so late, broke down in tears."
Inspectors were aware that the local authorities, Devon County Council and Torbay and South Devon CCG, had been working with the service in crisis management because there were multiple missed care visits. They found that once the local authorities became involved, action was taken to stabilise the service to people.
Debbie Ivanova, Deputy Chief Inspector of Adult Social Care, said:
“I was dismayed to read this report. While I understand that Mears Care took over a contract from another failing provider, they knew that and should have had plans in place to make sure they could provide the service that people needed.
“People in their care were left in a position which meant they missed out on the most basic of human necessities such as food, hydration and when needed medication. This is unacceptable.
“Our priority will always be for the safety of people using health and social care services. We have already taken enforcement action and 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 varying the terms of their registration or cancelling their registration if they do not improve.”
Dr Kevin Dixon, Chair of Healthwatch Torbay
“We would like to thank each and every person who has shared their experiences of receiving care in their own home from Mears' Care. Their invaluable feedback over the past three years has been crucial in ensuring that providers, commissioners and regulatory body the Care Quality Commission (CQC) now recognise that significant changes and improvements need to be immediately implemented to the way this service is being managed.
The CQC report is deeply concerning and reflects the intelligence we have received from many Mears’ clients, family, carers and care staff concerned with unsafe practices, understaffing and poor communication and organisation of the Mears' office. We are disappointed that these client concerns remained after three years of escalating such issues to the relevant organisations and further frustrated that serious action was not taken sooner.
The focus now, however, should be on ensuring the care these vulnerable residents receive in their own homes continues to be delivered, and delivered to the high standard deserved by this often unheard section of our community. Under the Care Act, commissioners have a duty to maintain the continuity of care for those that receive care in their own home, and to deliver it to a satisfactory standard. We therefore remain committed to escalating any public complaints and concerns directly with the relevant organisations, will continue monitoring the quality of care provided, and will ensure that the voice of Torbay residents receiving care is being truly listened to.”
Jacob Lant, Head of Policy at Healthwatch England, said:
“The people of Torbay were right to raise their poor experiences of care with their local Healthwatch and the team have been relentless in ensuring these concerns have been heard at the highest level.
“The CQC has now taken clear action and ordered Mears to make immediate improvements or face being shut down.
“However, this case raises serious questions about why a provider that has consistently not met the needs of people in Torbay was allowed to pick up other contacts in the region in the first place.
“CQC warned in this year’s State of Care report about the pressures on the home care market, and this case is unlikely to be the last unless urgent action is taken. With more providers handing back contracts across the country, it is vital that councils and the Government work together to ensure that new agencies brought in can provide the high quality care we should all be able to expect.”
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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: http://www.cqc.org.uk/media/our-media-office (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.
People in their care were left in a position which meant they missed out on the most basic of human necessities such as food, hydration and when needed medication. This is unacceptable.
Debbie Ivanova, Deputy Chief Inspector of Adult Social Care