# Care Outlook (Crawley)

*Operated by Care Outlook Ltd.*

Care Outlook (Crawley) is a CQC-regulated home-care agency in Crawley.

## CQC Ratings

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

Rating published: 09/07/2021

## Practical info

- Postcode: RH10 6AS
- Registered manager: King, Angela
- Local authority: West Sussex
- Region: South East
- City: Crawley
- Last CQC check: 09/Jul/2021 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: People in Brighton and Hove were generally happy with their care and felt treated with kindness.
  - Published: 2022-06-09
- Finding
  - Evidence: Staff felt supported in their roles and demonstrated good understanding of safeguarding.
  - Published: 2022-06-09
- Finding
  - Evidence: Staff recruitment had improved since last inspection, with employment histories and references checked appropriately.
  - Published: 2022-06-09
- Finding
  - Evidence: Detailed risk assessments identified hazards and guided staff to reduce or eliminate risks.
  - Published: 2022-06-09
- Finding
  - Evidence: Staff followed infection prevention and control procedures effectively, using PPE correctly.
  - Published: 2022-06-09
- Finding
  - Evidence: Medicines were managed appropriately; MAR audits undertaken and errors investigated.
  - Published: 2022-06-09
- **leadership** _(moderate)_
  - Evidence: The service had been without a manager registered with the CQC since January 2020... a significant amount of time had passed without the provider meeting this condition.
  - Published: 2022-06-09
- **communication_with_families** _(minor)_
  - Evidence: A carer told me that [my relative's] hours have been cut... It was wrong that the carers told me and not the management.
  - Published: 2022-06-09
- **care_planning** _(moderate)_
  - Evidence: Information in people's care plans in respect to their preferences around call timings and tasks did not match the care that was scheduled and delivered.
  - Published: 2022-06-09
- **incident_learning** _(moderate)_
  - Evidence: We could not see evidence of what further action had been considered or taken place subsequently to mitigate the risk of re-occurrence and keep people safe.
  - Published: 2022-06-09
- **governance** _(critical)_
  - Evidence: The provider had not ensured they had effective systems and processes in place to assess and monitor the quality of their service. This is a breach of regulation 17.
  - Published: 2022-06-09
- **person_centred_care** _(critical)_
  - Evidence: The provider had failed to ensure that people received care that was appropriate, met their needs and reflected their preferences. This is a breach of regulation 9.
  - Published: 2022-06-09
- **missed_or_late_visits** _(critical)_
  - Evidence: The morning call can be as early as 7:30am and as late as 10:45am. It is difficult to plan the day, very unsettling.
  - Published: 2022-06-09
- Finding
  - Evidence: People supported to maintain independence, choice and control over their care
  - Published: 2021-10-30
- Finding
  - Evidence: Good medicines management with regular auditing of medication administration records
  - Published: 2021-10-30
- Finding
  - Evidence: Telephone monitoring system used to track care call times and ensure visit compliance
  - Published: 2021-10-30

### responsive

- Finding
  - End of life care and support
  - Published: 2022-06-09
- Finding
  - Meeting people's communication needs
  - Published: 2022-06-09
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2022-06-09
- Finding
  - Planning personalised care to ensure people have choice and control
  - Published: 2022-06-09

### safe

- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2022-06-09
- Finding
  - Preventing and controlling infection
  - Published: 2022-06-09
- Finding
  - Using medicines safely
  - Published: 2022-06-09
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2022-06-09
- Finding
  - Learning lessons when things go wrong
  - Published: 2022-06-09
- Finding
  - Staffing and recruitment
  - Published: 2022-06-09

### well_led

- Finding
  - Working in partnership with others; duty of candour
  - Published: 2022-06-09
- Finding
  - Continuous learning and improving care
  - Published: 2022-06-09
- Finding
  - Engaging and involving people using the service
  - Published: 2022-06-09
- Finding
  - Managers and staff clear about roles; quality performance and governance
  - Published: 2022-06-09

## 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/1-323290761

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