Care service slammed for late house visits and poor paperwork management in latest inspection

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A care service in Rochdale has been criticised by a watchdog for being late to visits and having poor paperwork management, a report has found.

Complex Care Professionals provide personal care and treatment of disease, disorder or injury to people in their own homes – but the Care Quality Commission found issues with their work upon inspection. The CQC rated them as ‘Requires Improvement’ overall, with safety and management the issue for inspectors.

During the visit on May 24, one care user told the inspectors: “They don’t have enough drivers for me.

“This impacts on the evening call because one carer might have to drive a long way to drop off and pick up another carer. Sometimes the evening call can get quite late because of this and so my body doesn’t respond well.”

The CQC report published on July 8 said that there was an increased risk that someone could be harmed under their care. It highlighted that risk assessments did not clearly identify all risks, whilst another person’s care plan and risk assessment for a health condition used complex medical terminology that was not reader-friendly.

No accidents or incidents had taken place under their watch, however, the CQC feels improvements need to be made before their grade can be elevated to a ‘Good’. Inspectors found the ‘management and leadership was inconsistent’.

During the time of the inspection, the registered manager was away, but the access to information, handover of information, and storage of records could have been more organised, the report found.

Despite this, the CQC heaped praise on Complex Care Professionals for their effective, responsive and caring service.

“People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests,” the report said. “The policies and systems in the service supported this practice.

“People were positive about the care and support they received. People were treated with dignity and respect, and their independence was encouraged.

“Staff understood how to protect people from poor care and abuse. People had care plans which considered their needs and preferences, though documentation in care plans could be improved.”

The team at Complex Care Professionals have been approached for comment.

George Lythgoe, Local Democracy Reporter