# Kalcrest Care (Northern) Limited

Kalcrest Care (Northern) Limited is a CQC-regulated home-care agency in Bradford.

## CQC Ratings

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

Rating published: 18/08/2018

## Practical info

- Postcode: BD4 8DA
- Registered manager: Bedford, Abigail
- Local authority: Bradford
- Region: Yorkshire & Humberside
- City: Bradford
- Last CQC check: 18/Aug/2018 - 00:00

## Inspection findings

### caring

- Finding
  - Promoting independence
  - Published: 2021-10-30
- Finding
  - Communication about staff visits and lateness
  - Published: 2021-10-30
- Finding
  - Kindness, dignity and respect
  - Published: 2021-10-30

### effective

- Finding
  - Nutrition and hydration support
  - Published: 2021-10-30

### Other

- Finding
  - Evidence: The service was compliant with the legal framework of the Mental Capacity Act and Deprivation of Liberty Safeguards.
  - Published: 2021-10-30
- Finding
  - Evidence: The provider and management were open and honest with inspectors about challenges and committed to improvement.
  - Published: 2021-10-30
- Finding
  - Evidence: Regular staff demonstrated good knowledge of their clients' needs and built positive relationships.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff had received training in key areas such as first aid, dementia, moving and handling, medicines administration, infection control and safeguarding adults.
  - Published: 2021-10-30
- Finding
  - Evidence: Safe recruitment procedures were in place including DBS checks and written references before staff commenced work.
  - Published: 2021-10-30
- Finding
  - Evidence: Most people said they felt safe in the company of staff and described care staff as kind, compassionate, respectful and polite.
  - Published: 2021-10-30
- **person_centred_care** _(moderate)_
  - Evidence: There was a lack of information within care records demonstrating an assessment of people's emotional and psychological needs, how to meet them and manage refusals of care.
  - Published: 2021-10-30
- **communication_with_families** _(moderate)_
  - Evidence: People told us staff were often late and they were often not informed of this. Booked for 7 o clock, but the office starts at 9 o clock so there is no-one to contact when they are late.
  - Published: 2021-10-30
- **leadership** _(critical)_
  - Evidence: A registered manager was not in place. The last manager deregistered in July 2016. There were also two care co-ordinator vacancies.
  - Published: 2021-10-30
- **safeguarding** _(critical)_
  - Evidence: We saw information in people's records or from incident forms where CQC had not been informed of safeguarding concerns, including alleged physical abuse and suspected financial abuse.
  - Published: 2021-10-30
- **incident_learning** _(moderate)_
  - Evidence: There was nowhere on the form to record the outcome, actions taken or lessons learned as a result. Some accidents/incidents had not been recorded in the accidents file.
  - Published: 2021-10-30
- **staff_training** _(moderate)_
  - Evidence: The provider did not have an up-to-date training matrix in place. Due to this it was difficult to see where training had lapsed.
  - Published: 2021-10-30
- **supervision_appraisal** _(moderate)_
  - Evidence: During the inspection, the provider told us they were reinstating supervisions and appraisals since we saw many were out of date.
  - Published: 2021-10-30
- **complaints_handling** _(critical)_
  - Evidence: We found many of these issues with timeliness and record keeping had not been fully resolved despite some being raised as early as February 2016.
  - Published: 2021-10-30
- **governance** _(critical)_
  - Evidence: We identified several breaches of regulation and examples of poor service delivery which should have been prevented by robust systems of quality assurance and governance.
  - Published: 2021-10-30
- **record_keeping** _(critical)_
  - Evidence: We uncovered some evidence of false record keeping when reviewing timesheets and daily records. One care staff had written they had attended two different addresses for the same 30 minute period.
  - Published: 2021-10-30
- **care_planning** _(critical)_
  - Evidence: Some people were without complete care plans. There was a lack of information recorded on how staff should manage people's emotional and psychological needs.
  - Published: 2021-10-30
- **missed_or_late_visits** _(critical)_
  - Evidence: Most people and relatives (24 out of 34) said that timekeeping was poor and staff didn't arrive on time and/or stay for the correct amount of time.
  - Published: 2021-10-30
- **staffing_levels** _(critical)_
  - Evidence: There were insufficient staff deployed to ensure people received a consistent and reliable care service.
  - Published: 2021-10-30
- **medication_management** _(critical)_
  - Evidence: MARs were in place. However those we reviewed were poorly completed and it was not clear what medicines had been prescribed or when they had to be administered.
  - Published: 2021-10-30

### responsive

- Finding
  - Complaints handling
  - Published: 2021-10-30
- Finding
  - Care planning and needs assessment
  - Published: 2021-10-30
- Finding
  - Timeliness of care calls
  - Published: 2021-10-30

### well_led

- Finding
  - Registered manager in post
  - Published: 2021-10-30
- Finding
  - Record keeping
  - Published: 2021-10-30
- Finding
  - Governance and quality assurance systems
  - Published: 2021-10-30

## 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/1-1111859903

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