# Jigsaw Homecare Ltd Jigsaw Homecare Ltd is a CQC-regulated home-care agency in Mansfield. ## CQC Ratings | Key question | Rating | | --- | --- | | Overall | Good | | Safe | Good | | Effective | Good | | Caring | Good | | Responsive | Good | | Well-led | Good | Rating published: 04/11/2025 ## Practical info - Postcode: NG19 9QH - Registered manager: Wagstaff, Jayne - Local authority: Nottinghamshire - Region: East Midlands - City: Mansfield - Last CQC check: 04/Nov/2025 - 00:00 ## Inspection findings ### Other - Finding - Evidence: The registered manager was passionate about providing a high standard of care and acknowledged areas for improvement. - Published: 2025-06-18 - Finding - Evidence: People and families gave positive feedback about care staff, describing them as kind, friendly and respectful. - Published: 2025-06-18 - Finding - Evidence: All people and relatives confirmed staff wore full PPE throughout the pandemic. - Published: 2025-06-18 - Finding - Evidence: Changes to care practice were put in place when things went wrong, such as a new policy for hospital discharges. - Published: 2025-06-18 - Finding - Evidence: Systems were in place to investigate and monitor safeguarding concerns, with staff proactively raising concerns with the local authority. - Published: 2025-06-18 - Finding - Evidence: Staff worked in partnership with other health and social care professionals. - Published: 2025-06-18 - **leadership** _(moderate)_ - Evidence: The registered manager had no oversight of governance for the service...The registered manager said they did not know this had been implemented. - Published: 2025-06-18 - **record_keeping** _(moderate)_ - Evidence: Care plans shared with us had historic information in that was not relevant to the persons care needs at the time of the inspection. - Published: 2025-06-18 - **missed_or_late_visits** _(moderate)_ - Evidence: Care was delivered at times in line with staff availability rather than people's choice. - Published: 2025-06-18 - **consent_capacity** _(moderate)_ - Evidence: There was no best interest decision visible on documents we reviewed. We requested copies of best interest decisions from the registered manager with no response. - Published: 2025-06-18 - **person_centred_care** _(moderate)_ - Evidence: The terminology on some care plans were written in a derogatory way. For example, 'do not ask person what they want to eat just go in the kitchen and make it'. - Published: 2025-06-18 - **infection_control** _(moderate)_ - Evidence: The providers infection control policy dated April 2020 had not been updated to include COVID-19. - Published: 2025-06-18 - **safeguarding** _(moderate)_ - Evidence: We found a number of incidents which were only discussed with an individual's social worker and not the safeguarding team. We were not assured the provider was following their own safeguarding policy effectively. - Published: 2025-06-18 - **incident_learning** _(critical)_ - Evidence: We were not assured all notifications for incidents, such as, falls with hospital admissions had been submitted to CQC. We had not received any notifications for the service for 12 months. - Published: 2025-06-18 - **staffing_levels** _(critical)_ - Evidence: One relative described a time due to the lack of staff their family member had been left without a lunch time call for a whole week. - Published: 2025-06-18 - **governance** _(critical)_ - Evidence: The provider failed to ensure their systems and processes to monitor people's care was effective and could not assure the Commission they had good governance systems in place. - Published: 2025-06-18 - **care_planning** _(critical)_ - Evidence: People's safety needs associated with their health conditions were not always effectively assessed or detailed in their care plan. We found not all risks were recorded. - Published: 2025-06-18 - **medication_management** _(critical)_ - Evidence: The provider did not complete any medication audits for the electronic records. This meant they were not aware or managing discrepancies with medicines. - Published: 2025-06-18 - Finding - Evidence: Infection control training completed; staff wear appropriate PPE during calls - Published: 2025-06-18 - Finding - Evidence: Incident investigation processes now in place; registered manager reviews concerns and identifies improvements - Published: 2025-06-18 - Finding - Evidence: Registered manager actively sought feedback via questionnaires and took action on results - Published: 2025-06-18 - Finding - Evidence: Supervision and appraisals now in place; staff feel supported by management - Published: 2025-06-18 - Finding - Evidence: Call consistency improved; staff ring ahead if running late and calls are no longer being missed - Published: 2025-06-18 - Finding - Evidence: Safeguarding training completed; staff understood responsibilities to protect people and escalate concerns - Published: 2025-06-18 - Finding - Evidence: Safe recruitment practices implemented with DBS checks carried out on all staff - Published: 2025-06-18 - Finding - Evidence: Medicines administration improved; staff completed medicines training and had competency regularly checked - Published: 2025-06-18 - **staff_training** _(minor)_ - Evidence: Staff had not been trained specifically in the MCA, although this was covered in other modules of training they undertook - Published: 2025-06-18 - **governance** _(moderate)_ - Evidence: we identified that whilst they monitored call times on the live system there was no audit in place - Published: 2025-06-18 - **medication_management** _(minor)_ - Evidence: there remained very little information for staff, such as detailed protocols [for 'when required' medicines] - Published: 2025-06-18 - **consent_capacity** _(moderate)_ - Evidence: People's records did not contain clear information about their capacity...no records of mental capacity assessments or best interest decisions - Published: 2025-06-18 ## 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/1-1453448516 HomeCare Compass is an independent guide and is not affiliated with the CQC.