# 247 Home Care Ltd 247 Home Care Ltd is a CQC-regulated home-care agency in Swindon. ## CQC Ratings | Key question | Rating | | --- | --- | | Overall | Requires improvement | | Safe | Requires improvement | | Effective | Good | | Caring | Good | | Responsive | Requires improvement | | Well-led | Requires improvement | Rating published: 21/01/2023 ## Practical info - Postcode: SN5 6QR - Registered manager: Asefeso, Maureen - Local authority: Swindon - Region: South West - City: Swindon - Last CQC check: 21/Jan/2023 - 00:00 ## Inspection findings ### Other - Finding - Evidence: Complaints processes were in place and people knew how to raise concerns. - Published: 2023-02-08 - Finding - Evidence: An on-call service operated outside office hours and the provider was consistently contactable. - Published: 2023-02-08 - Finding - Evidence: The service supported people to maintain community relationships and avoid social isolation. - Published: 2023-02-08 - Finding - Evidence: Staff felt well supported by the provider and praised the provider's open and approachable management style. - Published: 2023-02-08 - Finding - Evidence: People and relatives were encouraged to give feedback; positive culture was promoted. - Published: 2023-02-08 - Finding - Evidence: Systems were in place for infection prevention and control, with staff generally following good practice. - Published: 2023-02-08 - Finding - Evidence: People felt safe with staff and expressed feeling cared for and treated with compassion. - Published: 2023-02-08 - **leadership** _(moderate)_ - Evidence: The provider did not have a deputy or care manager so was finding both roles of registered manager and provider, a challenge...impacted on their management oversight - Published: 2023-02-08 - **record_keeping** _(moderate)_ - Evidence: The terminology within some people's daily records was at times disrespectful...included, '[Person] wasn't himself and was kinda aggressive' - Published: 2023-02-08 - **incident_learning** _(critical)_ - Evidence: The provider was not able to provide documentation of any investigation or action taken to understand what had happened and why, to help prevent a recurrence. - Published: 2023-02-08 - **governance** _(critical)_ - Evidence: Systems were not in place to effectively assess, monitor and improve the quality and safety of the service...breach of regulation 17 of the Health and Social Care Act 2008 - Published: 2023-02-08 - **safeguarding** _(critical)_ - Evidence: There had been two separate incidents of theft of people's monies...Staff told us they had received safeguarding training, but records showed such training was out of date for many. - Published: 2023-02-08 - **staff_training** _(moderate)_ - Evidence: Not all staff had received refresher training in the safe administration of medicines...Staff had also not had their competency assessed to show they were able to safely administer people's medicines. - Published: 2023-02-08 - **staff_competency** _(critical)_ - Evidence: A lot of staff don't know how to use the hoist. I have to show them. They'll say they've had manual handling training, but that they haven't seen this type before. - Published: 2023-02-08 - **staffing_levels** _(moderate)_ - Evidence: There were staff shortages and people's care visits were not always easily covered. This was particularly so at weekends and at times of staff sickness and annual leave - Published: 2023-02-08 - **missed_or_late_visits** _(moderate)_ - Evidence: there had also been some missed visits, including four in October 2022...One person told us, 'It's all the time that they seem to scrabble to get here.' - Published: 2023-02-08 - **medication_management** _(critical)_ - Evidence: 18 gaps in the signing of one person's blood thinning medication in the month of October 2022. This meant the provider could not be assured people were receiving their medicines - Published: 2023-02-08 ### responsive - Finding - Improving care quality in response to complaints or concerns - Published: 2023-02-08 - Finding - Supporting people to develop and maintain relationships to avoid social isolation - Published: 2023-02-08 - Finding - Meeting people's communication needs - Published: 2023-02-08 - Finding - Planning personalised care to ensure people have choice and control and to meet their needs and preferences - Published: 2023-02-08 ### safe - Finding - Preventing and controlling infection - Published: 2023-02-08 - Finding - Systems and processes to safeguard people from the risk of abuse - Published: 2023-02-08 - Finding - Using medicines safely - Published: 2023-02-08 - Finding - Staffing and recruitment - Published: 2023-02-08 - Finding - Assessing risk, safety monitoring and management; Learning lessons when things go wrong - Published: 2023-02-08 ### well_led - Finding - Engaging and involving people using the service, the public and staff - Published: 2023-02-08 - Finding - How the provider understands and acts on the duty of candour - Published: 2023-02-08 - Finding - Promoting a positive culture that is person-centred, open, inclusive and empowering - Published: 2023-02-08 - Finding - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements - Published: 2023-02-08 ## 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/1-5958981572 HomeCare Compass is an independent guide and is not affiliated with the CQC.