Errand Plus and Personal Services

Ratings

• Overall

  Requires improvement

• Safe

  Requires improvement

• Effective

  Good

• Caring

  Good

• Responsive

  Requires improvement

• Well-led

  Requires improvement

Our view of the service

Errand Plus is a Domiciliary Care Agency that’s provides personal care for people living within their own homes. At the time of the assessment there were 84 people who were in receipt of the Regulated Activity of personal care. We had previously inspected the service in September 2020 with the overall rating of requires improvement. We announced this assessment remotely on 01 August 2024 and completed a site visit on 13 August 2024, We completed a full comprehensive assessment and looked at all Quality Statements within the 5 key questions due to the service moving to a new location, the length of time since it had previously been inspected, we had several concerns raised to us by the Local Authority of the service and there was a new manager in post. We found that there had been some improvement in the service since we last inspected and they were embedding new ways of working within the team but there were still areas that needed to be improved on. During this assessment, we identified issues relating to staff training to meet individual specific care needs, the systems and processes for identifying lessons learnt and responding to people's feedback and the system for managing and reviewing mental capacity assessments. Additionally, we found there was a lack of audits resulting in poor oversight in some areas. This included a lack of clear arrangements to ensure care plans and risk assessments were person centred and the management of medication records. We served the provider a warning notice for a breach regulation 17: Good governance and an action plan request for a breach of regulation 12: Safe care and treatment.

People's experience of this service

We spoke to 10 people who were using the service and 13 family members whose relatives were using the service. Most of the feedback we had received was positive and people told us they were happy with the care being provided. There were a couple of concerns which we raised with the provider during our assessment. People expressed that the service was supportive and caring, and their care needs were reviewed with them on a regular basis. However, we reviewed care plans and risk assessments, and we found some of them to be generic and had been created with a lack of involvement from the relevant service user.