# Conquest Care and Support Agency LTD

Conquest Care and Support Agency LTD is a CQC-regulated home-care agency in London.

## CQC Ratings

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

Rating published: 22/07/2023

## Practical info

- Postcode: NW10 7XP
- Registered manager: Jones, Veronica
- Local authority: Ealing
- Region: London
- City: London
- Last CQC check: 22/Jul/2023 - 00:00

## Inspection findings

### effective

- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2023-07-22
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-07-22
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-07-22
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-07-22
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-07-22

### Other

- Finding
  - Evidence: People's diverse needs such as culture, religion and language were considered as part of the assessment process.
  - Published: 2023-07-22
- Finding
  - Evidence: The provider worked in partnership with local authority and other health and social care professionals.
  - Published: 2023-07-22
- Finding
  - Evidence: People were involved in care planning and made choices about how they wished to receive their care.
  - Published: 2023-07-22
- Finding
  - Evidence: Care workers wore PPE and followed good hygiene practices, with people confirming they felt safe from infection risks.
  - Published: 2023-07-22
- Finding
  - Evidence: Staff were supported through induction, training and supervision, and knew how to respond to safeguarding concerns.
  - Published: 2023-07-22
- **staff_competency** _(critical)_
  - Evidence: 2 of the staff did not have work references or DBS checks back... One staff member did not have proof of their eligibility to work in the UK.
  - Published: 2023-07-22
- **consent_capacity** _(moderate)_
  - Evidence: Two people's care plans had a sentence at the end of them which stated the care plan was agreed by both parties. However, only the Conquest Care representative had signed it.
  - Published: 2023-07-22
- **incident_learning** _(moderate)_
  - Evidence: It was not always clear from the records, how complaints and incidents were responded to, as lessons learnt were not written down to help improve service delivery.
  - Published: 2023-07-22
- **record_keeping** _(moderate)_
  - Evidence: The provider could not tell us how many incidents there had been in the last 12 months, as there was no audit or overview of the incidents.
  - Published: 2023-07-22
- **governance** _(critical)_
  - Evidence: Systems were either not in place or robust enough to demonstrate service improvement was effectively managed. This was a repeated breach of Regulation 17.
  - Published: 2023-07-22
- **staffing_levels** _(critical)_
  - Evidence: Care workers being recorded in two places at once contributed to this effect... care hours delivered were double the planned amount of care hours.
  - Published: 2023-07-22
- **missed_or_late_visits** _(critical)_
  - Evidence: They come 45 minutes to an hour late sometimes. The majority of the time they are late.
  - Published: 2023-07-22
- **medication_management** _(critical)_
  - Evidence: Medicines were not audited effectively to help ensure they were administered as prescribed... we saw discrepancies... 'no outcome recorded' but without a reason.
  - Published: 2023-07-22

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2023-07-22
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-07-22
- Finding
  - Learning lessons when things go wrong
  - Published: 2023-07-22
- Finding
  - Staffing and recruitment
  - Published: 2023-07-22
- Finding
  - Using medicines safely
  - Published: 2023-07-22
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-07-22

### well_led

- Finding
  - Working in partnership with others
  - Published: 2023-07-22
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2023-07-22
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2023-07-22
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-07-22
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-07-22
- Finding
  - Continuous learning and improving care
  - Published: 2023-07-22

## 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/1-2004979302

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