Integrated Care & Social Care

03.01.19

Croydon care agency placed in special measures after inspectors find ‘totally unacceptable’ levels of care and care worker response times

A Croydon home care agency has been placed into special measures after the CQC found unsafe levels of care, and, in some cases, inspectors found medicine records showing a potential overdose.

The level of care at Medacs Healthcare, Croydon, was described as “totally unacceptable” after the CQC inspection found breaches of regulation in the safety of care, staff training and deployment, person centred care, complaints, and governance.

The care people received was found not to be safe, with the majority of people’s care calls not delivered on time— and several examples were given where this had impacted significantly upon them, all leading to the care agency receiving an ‘inadequate’ rating.

The CQC’s inspection during October 2018 was prompted in part by concerns shared by commissioning authorities about call punctuality and shortfalls in care delivery, and inspectors found that some people had chosen to go without the service simply because the timekeeping of care workers was so poor.

Inspectors also found that records relating to the risks people faced were inconsistent and inaccurate, often failing to demonstrate that people had been involved in their care planning and care was not planned in a personalised way.

The service to people was not even always caring, failing to consider the impact of care preferences on people’s religious beliefs, cultural background, and sexual and gender identity.

Debbie Ivanova, the CQC’s deputy chief inspector for adult social care in London and south, commented: “The level of care at Medacs Healthcare Croydon is totally unacceptable. Clients had no idea what time care workers would arrive at their homes and people did not always receive the standard of care they were entitled to.

“Medacs Healthcare - Croydon is now in special measures. It will be kept under review and will be inspected again within six months.

“If not enough improvement is made within this time we will consider further action in line with our enforcement procedures including preventing the provider from operating this service.”

Image credit - Dean Mitchell

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