Agency Continuity Healthcare Services Private Ltd was inspected by the Care Quality Commission (CQC) between October 3 and October 9, 2024.
The service has been operating in Wiltshire for one year, with two other branches in Nuneaton and Leicestershire. It provides personal care to around 50 people, with around 50 clients currently.
Overall, it was rated ‘requires improvement’, due to findings relating to leadership and safety, although it was marked ‘good’ under findings of caring, responsive and effective.
The report, published on January 3, found that staff “often arrived late or early” to visits – some being up to two hours later than their scheduled time – which the CQC said impacts “people’s ability to plan their day and maintain their independence”.
One person experienced calls that were at least an hour early or late six times in a week and another person had five calls that were either an hour early or late, one of which was almost two hours late.
Comments from service users included: “we never know who is arriving, or at what time” and “many late visits since I started with this agency. I have tried to contact them to complain about the unacceptable timings, but they won’t listen to me or try to change things.”
Staff were also said to not always have necessary training, for example, a person had been prescribed rescue medicines for epilepsy but not all staff were trained in administering it.
Owner Mr Tawanda Paradza said: “It’s important for readers to know we missed being a ‘good’ service by two points.
“By merely two points, we missed being a good service. It’s not as bad as it looks.
“All I can say, it’s our first report and to get three out of five ‘goods’ is something we’re happy with. We’re disappointed as we missed being ‘good’ by two points but we will work very closely with the CQC to get a reinspection over the next six months.”
Some information in regards to staff’s work history was said to be “contradictory” which the registered manager has said that they would “review this information with staff”.
Mr Paradza said it was an “isolated issue” that was a “filing issue”. He added that in regard to issues with staff not being on time: “we have addressed all concerns now”.
Staff’s ability to provide care safely was also raised in the report. For example, one relative said: “Some of them don’t seem to know what to do and will avoid tasks by finding excuses” and “I don’t think it’s very safe, but I have to trust they know what they’re doing.”
Mr Paradza added: “I want readers to know we’re a caring service. We believe that if care is not good enough for your mother, it’s not good enough for anyone.”
However, staff were complimented by service users on their “kindness”, as found in the report.
Comments included: “My carer is very kind and is very gentle when washing me” and “The two carers I have treat me with kindness and are caring in the tasks they do for me”.
To view the full report, click here.