Caremax Homecare Services Limited

We identified 2 breaches of the legal regulations within Safe.

Information from the provider’s call monitoring system identified concerns in relation to location of staff and people’s calls being shorter than commissioned. The provider could not demonstrate induction and ongoing training was completed and effectively used to support people safely. As a result there were not enough suitably trained staff to meet people’s assessed needs. Care plans included information about risk; however, because of the lack of training and competency checks, we were not assured staff had the relevant skills to manage all risks safely. This included management of medicines.

The provider had safeguarding systems in place. Concerns were reported and actioned.

We identified a breach of regulation during this assessment of Well led.

Governance and oversight systems were not always effective, and the provider failed to demonstrate they had a system in place to effectively monitor people’s visits. Concerns were identified about the call monitoring system and the provider’s oversight.

The provider had not assured themselves that staff had the required training needed to support people safely. Not all staff had received practical manual handling training, catheter care training and stoma care training. Senior staff were providing practical training for staff but had not received the training necessary to deliver this training. Risks were not always considered or mitigated, staff were carrying out tasks for people without appropriate training and support. Recruitment processes required improvement and support provided to staff was inconsistent.

We received mixed feedback from people and relatives about the management of the service. A relative told us, “I think the carers are not well managed. The management of the rota, timings and continuity is dire.” Another relative said, “I think the carers need medication training and the management needs to improve. The team leaders don’t seem to have any management skills and I doubt they have received any training. I would recommend them, but more training is needed across the company.”

Other people and relatives were more positive. A person told us, “I wouldn’t change anything. I would recommend them.” A relative said, “The company is well organised, and I have good rapport with the manager. There is good communication with the carers.”