# Home Link Care Services

*Operated by Home Link Care Services Limited.*

Home Link Care Services is a CQC-regulated home-care agency in Hull.

## CQC Ratings

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

Rating published: 27/08/2021

## Practical info

- Postcode: HU10 7BY
- Registered manager: Thompson, Clare
- Local authority: East Riding of Yorkshire
- Region: Yorkshire & Humberside
- City: Hull
- Last CQC check: 27/Aug/2021 - 00:00

## Inspection findings

### Other

- **consent_capacity** _(moderate)_
  - Evidence: People were not supported to have maximum choice and control of their lives and staff did not support them in the least restrictive way possible and in their best interests
  - Published: 2022-08-19
- **supervision_appraisal** _(moderate)_
  - Evidence: There were no records of staff meetings and records relating of supervision did not demonstrate how the provider had engaged with staff to seek feedback and drive improvement.
  - Published: 2022-08-19
- **communication_with_families** _(moderate)_
  - Evidence: They're always late. We get a phone call much later than the call time saying they are going to be late. I just expect it now.
  - Published: 2022-08-19
- **leadership** _(critical)_
  - Evidence: widespread and significant shortfalls in service leadership. Leaders and the culture they created did not assure the delivery of high-quality care
  - Published: 2022-08-19
- **governance** _(critical)_
  - Evidence: The provider had failed to implement and operate effective systems to monitor the quality and safety of the service.
  - Published: 2022-08-19
- **incident_learning** _(critical)_
  - Evidence: The provider had no systems in place for recording of incidents or accidents. Accidents and incidents were not monitored.
  - Published: 2022-08-19
- **record_keeping** _(critical)_
  - Evidence: people's daily records were not always completed. This lack of review meant concerns about people's care and support needs were not always known and responded to.
  - Published: 2022-08-19
- **care_planning** _(critical)_
  - Evidence: Risks to people were not assessed, recorded, managed and reviewed regularly.
  - Published: 2022-08-19
- **staff_competency** _(critical)_
  - Evidence: one member of staff had worked without supervision before the recruitment process had been completed.
  - Published: 2022-08-19
- **staffing_levels** _(critical)_
  - Evidence: The provider had failed to ensure that there were sufficient numbers of staff deployed to meet the needs of people using the service.
  - Published: 2022-08-19
- **safeguarding** _(critical)_
  - Evidence: we identified two concerns of potential financial abuse and three concerns of neglect. We raised safeguarding alerts in respect of our findings with the local authority safeguarding team.
  - Published: 2022-08-19
- **missed_or_late_visits** _(critical)_
  - Evidence: The providers call monitoring system identified multiple missed and late visits. This meant that people were at risk of harm by not having their care and support needs met.
  - Published: 2022-08-19
- **medication_management** _(critical)_
  - Evidence: Staff were administering medication without appropriate training or checks of their competency.
  - Published: 2022-08-19
- **staff_training** _(critical)_
  - Evidence: Staff had not received any training in relation to the donning and doffing of PPE.
  - Published: 2022-08-19
- **infection_control** _(critical)_
  - Evidence: The providers policy for COVID-19 had not been updated to reflect government guidance or best practice guidance.
  - Published: 2022-08-19

### safe

- Finding
  - Staffing and recruitment
  - Published: 2022-08-19
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2022-08-19
- Finding
  - Using medicines safely
  - Published: 2022-08-19
- Finding
  - Assessing risk, safety monitoring and management; Learning lessons when things go wrong
  - Published: 2022-08-19
- Finding
  - Preventing and controlling infection
  - Published: 2022-08-19
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2022-03-24
- Finding
  - Staffing and recruitment
  - Published: 2022-03-24

### well_led

- Finding
  - Continuous learning and improving care; Working in partnership with others
  - Published: 2022-08-19
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2022-08-19
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2022-08-19
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2022-08-19
- Finding
  - Working in partnership with others
  - Published: 2022-03-24
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2022-03-24
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2022-03-24
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2022-03-24

## 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/1-6156299177

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