Empathy view Healthcare Services Limited

At the time of the inspection, the domiciliary care service was supporting 2 people with their personal care needs.

This is the first assessment for this service, and it was prompted by a review of the information we held about the service.

The overall rating following this assessment of Empathy View Healthcare Services Limited is requires improvement. Five breaches of regulation were identified in relation to consent, safe care and treatment, safeguarding, fit and proper persons employed and good governance.

We found the provider were providing care not in-line with their registration, as they have a condition in place which restricts them from supporting people with a presenting need of learning disability or autism. Systems for managing and reporting safety events were not always in place. Care plans and daily care records did not always provide clear, detailed and person-centred information about people’s needs and preferences. Care records were not reviewed on a regular basis. There was no consideration of the principles of the Mental Capacity Act 2005 (MCA), which included where people were being subjected to restrictions which amounted to a deprivation of people’s liberty. There was no awareness nor regard for ‘Right support, right care and right culture’ guidance, which is statutory guidance for providers that provide care to autistic people and those with a learning disability. People’s care calls were not always taking place and, where they were, were not always completed as scheduled. Staff recruitment and training was not always adequate. Staff language towards people was not always inclusive and proportionate. Governance arrangements were not always robust or effective.

People received effective transitions to the service. Relevant policies and procedures were in place. People, relatives and staff knew how to report concerns and were confident these would be taken seriously. People and relatives felt the care people received was safe. People and relative views were obtained through satisfaction surveys. The provider had considered workforce wellbeing and inclusion. Staff received regular supervision and team meetings.