# Felicity Care

*Operated by Miss Maureen Osunde.*

Felicity Care is a CQC-regulated home-care agency in Enfield.

## CQC Ratings

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

Rating published: 19/07/2022

## Practical info

- Postcode: EN3 7EH
- Local authority: Enfield
- Region: London
- City: Enfield
- Last CQC check: 19/Jul/2022 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Continuity of care was provided through a regular care worker.
  - Published: 2022-07-19
- Finding
  - Evidence: The service worked in partnership with GPs, district nurses and social workers.
  - Published: 2022-07-19
- Finding
  - Evidence: Care staff spoke positively of the registered manager as supportive, approachable and available.
  - Published: 2022-07-19
- Finding
  - Evidence: Systems were in place to prevent and control the spread of infection, with PPE supplies and weekly COVID-19 testing.
  - Published: 2022-07-19
- Finding
  - Evidence: Care staff were able to describe the different types of abuse, the signs they would look for to recognise abuse and the actions they would take to report their concerns.
  - Published: 2022-07-19
- Finding
  - Evidence: Risks associated with people's health and care needs were assessed and recorded as part of the care planning process.
  - Published: 2022-07-19
- Finding
  - Evidence: People received their medicines safely and as prescribed.
  - Published: 2022-07-19
- **leadership** _(moderate)_
  - Evidence: none of the actions taken, linked to the issues we identified at the last inspection.
  - Published: 2022-07-19
- **complaints_handling** _(minor)_
  - Evidence: the complaints policy did not provide any information on the timelines within which the provider would deal with complaints received.
  - Published: 2022-07-19
- **staff_training** _(moderate)_
  - Evidence: One combined competency assessment had been completed for one staff member and the registered manager. We were unsure why the assessment was combined and how the registered manager had assessed their own competency.
  - Published: 2022-07-19
- **medication_management** _(moderate)_
  - Evidence: The medicines management policy did not reference current National Institute for Health and Care Excellence (NICE) guidance on the management of medicines in the community
  - Published: 2022-07-19
- **record_keeping** _(moderate)_
  - Evidence: Employment records listed on staff members application forms and references provided did not match those as listed on their CV.
  - Published: 2022-07-19
- **staff_competency** _(critical)_
  - Evidence: For three staff recruitment files, the Disclosure and Barring Service (DBS) checks had been completed after the person had started to work for the service.
  - Published: 2022-07-19
- **staff_competency** _(critical)_
  - Evidence: Three staff recruitment files contained references from the same companies with similar handwriting which suggested that both references from different companies may have been written by the same person.
  - Published: 2022-07-19
- **staff_competency** _(critical)_
  - Evidence: The registered provider had failed to operate effective recruitment procedures to ensure that persons employed meet the conditions as specified in Schedule 3.
  - Published: 2022-07-19
- **governance** _(critical)_
  - Evidence: The lack of management audits and checks meant that the issues we identified during this inspection had not been identified by the registered manager.
  - Published: 2022-07-19
- **governance** _(critical)_
  - Evidence: The registered provider did not have effective systems and processes in place to assess, monitor and improve the quality of the services provided.
  - Published: 2022-07-19

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2022-07-19
- Finding
  - Assessing risk, safety monitoring and management; Learning lessons when things go wrong
  - Published: 2022-07-19
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2022-07-19
- Finding
  - Using medicines safely
  - Published: 2022-07-19
- Finding
  - Staffing and recruitment
  - Published: 2022-07-19

### well_led

- Finding
  - Engaging and involving people using the service, the public and staff; Working in partnership with others
  - Published: 2022-07-19
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2022-07-19
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2022-07-19
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; Continuous learning and improving care
  - Published: 2022-07-19

## 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/1-319483623

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