A domiciliary care provider based in Oxfordshire has been told to significantly improve its services after inspectors found a series of failings during an unannounced visit.
The Care Quality Commission (CQC) said Acquire Care, located in Headington, identified five breaches of regulations in relation to safe care and treatment, safeguarding procedures, mental capacity, good governance and the registered manager’s responsibilities.
Inspectors said the service, which was providing personal care to 86 people at the time of inspection, had failed to properly report serious allegations of neglect and on at least one occasion given the wrong medication to a resident in its care.
The CQC undertook the inspection in February in response to concerns that had been raised by the public.
Inspectors noted in their report that the registered manager had failed to notify the CQC of situations involving serious allegations of neglect in a timely manner.
“This meant that the regulator was not able to monitor these events that affected the health, safety and welfare of a person using the service,” the report said.
Medicine management was also not in line with best practice, the CQC said. Inspectors saw an example of where the provider had recorded a medicine error that had resulted because of a missed visit, but this missed visit was not recorded in the system.
During the inspection, service users were keen to stress that carers were kind and caring and any deficiencies in the standard of care were described as due to poor organisation and management of the service.
One person told inspectors how management had “told lies to cover themselves” and another said “the staff are often stressed at being messed around”.
Acquire Care was rated ‘Requires Improvement’ across four lines of enquiry – safe, caring, responsive and effective – and ‘Inadequate’ for being well-led.
The provider was not immediately available for comment when contacted by Home Care Insight.