# Continuity Healthcare Services Private Limited

*Operated by Continuity Healthcare Services Ltd.*

Continuity Healthcare Services Private Limited is a CQC-regulated home-care agency in Nuneaton.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Requires improvement |
| Safe | Requires improvement |
| Effective | Requires improvement |
| Caring | Requires improvement |
| Responsive | Requires improvement |
| Well-led | Requires improvement |

Rating published: 19/01/2023

## Practical info

- Postcode: CV11 4DX
- Registered manager: Begum, Arafa
- Local authority: Warwickshire
- Region: West Midlands
- City: Nuneaton
- Last CQC check: 19/Jan/2023 - 00:00

## Inspection findings

### effective

- Finding
  - Staff working with other agencies; supporting people to live healthier lives
  - Published: 2023-01-28
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-01-28
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-01-28
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-01-28
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-01-28

### Other

- Finding
  - Evidence: Staff reported feeling supported by the management team and found regular team meetings useful.
  - Published: 2023-01-28
- Finding
  - Evidence: People's needs and choices, including protected characteristics under the Equality Act 2010, were assessed before commencement of care.
  - Published: 2023-01-28
- Finding
  - Evidence: The provider worked closely with local authority commissioners and external organisations such as the Alzheimer's Society to improve outcomes.
  - Published: 2023-01-28
- Finding
  - Evidence: Safe recruitment procedures had been improved with an up-to-date policy and identity/right-to-work checks in place.
  - Published: 2023-01-28
- Finding
  - Evidence: Medicines administration records (MAR) were held electronically with a backup paper process, and time-critical medicines calls were scheduled appropriately.
  - Published: 2023-01-28
- Finding
  - Evidence: Staff training had improved, including Care Certificate onboarding, safeguarding, infection prevention, MCA, and learning disability/autism training.
  - Published: 2023-01-28
- Finding
  - Evidence: Safeguarding systems and procedures had been improved; safeguarding concerns were identified, investigated, and referred to appropriate authorities, resolving the previous breach of Regulation 13.
  - Published: 2023-01-28
- **complaints_handling** _(moderate)_
  - Evidence: the majority of people told us they found it difficult to make contact with office staff if they had a concern about their care. One person told us it was, "Impossible to get through to the office."
  - Published: 2023-01-28
- **communication_with_families** _(moderate)_
  - Evidence: some care staff did not have English as their first language. Where people had a hearing impairment or a cognitive impairment, this lack of communication caused anxiety.
  - Published: 2023-01-28
- **record_keeping** _(moderate)_
  - Evidence: new governance processes had not identified there were improvements required in the areas of medicines management, safe recruitment practices, and the adherence to the MCA.
  - Published: 2023-01-28
- **incident_learning** _(moderate)_
  - Evidence: staff did not always raise incidents with the registered manager when they occurred, so that incidents could be effectively investigated.
  - Published: 2023-01-28
- **communication_with_families** _(minor)_
  - Evidence: "If they [staff] are late we are not informed." People also told us they would like to have a copy of the call rota.
  - Published: 2023-01-28
- **missed_or_late_visits** _(moderate)_
  - Evidence: "I am fed up with the poor timing of visits" and, "Staff just appear, the call times have not been followed."
  - Published: 2023-01-28
- **consent_capacity** _(moderate)_
  - Evidence: where decisions needed to be made about people's care and welfare in their best interests, these decisions were not always recorded.
  - Published: 2023-01-28
- **consent_capacity** _(critical)_
  - Evidence: one person's family member had been asked to sign consent for their care and treatment on the person's behalf. This is not in accordance with the principles of the MCA.
  - Published: 2023-01-28

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2023-01-28
- Finding
  - Learning lessons when things go wrong
  - Published: 2023-01-28
- Finding
  - Staffing and recruitment
  - Published: 2023-01-28
- Finding
  - Using medicines safely
  - Published: 2023-01-28
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-01-28
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-01-28

### well_led

- Finding
  - Working in partnership with others
  - Published: 2023-01-28
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-01-28
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-01-28
- Finding
  - Managers and staff being clear about their roles; continuous learning; engaging people and staff
  - Published: 2023-01-28

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-10606528004

HomeCare Compass is an independent guide and is not affiliated with the CQC.