5 July 2022
During a routine inspection
About the service
Sentricare is a domiciliary care service providing personal care to people living in their own homes. At the time of our inspection there were 72 people using the service.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found
The provider's oversight of the service had not identified some of the shortfalls we found during the inspection process as part of their audits and checks.
There were systems in place for managing complaints, safeguarding concerns, accidents and incidents. However, feedback from people and relatives on how the provider dealt with complaints and concerns was mixed. The main complaint raised by people and their family members were late calls, the consistency of staff attending people’s homes and poor communication with the office staff.
Most risks to people had been assessed. However, risk assessments were generic and had not always contained person-centred information to support staff with people’s individual medical conditions.
People were protected from abuse because systems were in place to keep people safe. Staff were aware of their responsibilities to keep people safe.
There were enough staff members available to support people. People were supported by staff to take their medicines. Generally, staff followed infection control guidance and had access to personal protective equipment.
There were appropriate pre-employment checks in place to make sure newly recruited staff were suitable to carry out their role.
People’s care and support was planned in partnership with them and persons close to them. Care plans were in place and had been reviewed. Staff received training and people told us they felt supported by the staff and considered they had the skills and knowledge to support them safely. Staff sought people's consent and encouraged people to make their own decisions. Where appropriate, staff supported people with nutritional and hydration needs.
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 policies and systems in the service supported this practice.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was requires improvement (published 18 September 2020). The service remains rated requires improvement. This service has been rated requires improvement for the last two consecutive inspections.
Why we inspected
The inspection was prompted in part due to concerns received about missed and late calls, staff not staying the correct length of time, client confidentiality and infection control practices. A decision was made for us to inspect and examine those risks.
We have found evidence that the provider needs to make some improvements. Please see the safe, responsive and well-led sections of this full report.
You can see what action we have asked the provider to take at the end of this full report.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Sentricare on our website at www.cqc.org.uk.
Enforcement and Recommendations
We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to monitor the service and will take further action if needed.
We have identified breaches in relation to the provider’s governance and monitoring processes at this inspection.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.