# Carelink Healthcare Professionals Ltd

Carelink Healthcare Professionals Ltd is a CQC-regulated home-care agency in Leicester.

## CQC Ratings

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

Rating published: 16/03/2024

## Practical info

- Postcode: LE8 4FR
- Registered manager: Agyekum, Michael
- Local authority: Leicestershire
- Region: East Midlands
- City: Leicester
- Last CQC check: 16/Mar/2024 - 00:00

## Inspection findings

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2024-03-16
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2024-03-16
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2024-03-16
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2024-03-16
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2024-03-16

### Other

- Finding
  - Evidence: The registered manager understood duty of candour responsibilities and reported statutory notifications to CQC.
  - Published: 2024-03-16
- Finding
  - Evidence: Mental capacity assessments were completed and staff understood MCA principles, always seeking consent before care.
  - Published: 2024-03-16
- Finding
  - Evidence: Staff received induction, relevant training and refresher training including infection control and medication.
  - Published: 2024-03-16
- Finding
  - Evidence: Medicines were safely administered with a medicines audit system and staff competency checks in place.
  - Published: 2024-03-16
- Finding
  - Evidence: People and relatives were very positive about the care provided, describing staff as professional, respectful and friendly.
  - Published: 2024-03-16
- Finding
  - Evidence: Safe recruitment practices including DBS checks ensured only suitable staff worked at the service.
  - Published: 2024-03-16
- Finding
  - Evidence: Risk assessments were in place covering moving and handling and pressure sores, with clear staff guidance to reduce risks.
  - Published: 2024-03-16
- **supervision_appraisal** _(moderate)_
  - Evidence: Three of the 4 staff we spoke with said that there had been issues with a lack of management support in issues such as working long hours, being expected to respond to care calls on their days off.
  - Published: 2024-03-16
- **cultural_competency** _(minor)_
  - Evidence: A staff member had highlighted in a survey there needed to be more support for overseas staff such as a handbook explaining English phrases, habits and food preparation.
  - Published: 2024-03-16
- **communication_with_families** _(minor)_
  - Evidence: Another person stated some staff were difficult to understand because of strong accents. However, there was no evidence in place to show these issues had been followed up.
  - Published: 2024-03-16
- **person_centred_care** _(minor)_
  - Evidence: Actions were not always identified and acted on in surveys completed by people and staff. For example, 1 person stated they were not informed of changes to call times.
  - Published: 2024-03-16
- **incident_learning** _(moderate)_
  - Evidence: The system of auditing had not identified improvements were needed to evidence all issues raised by people and staff had been followed up.
  - Published: 2024-03-16
- **governance** _(moderate)_
  - Evidence: Systems and practices for oversight and governance of the service were insufficient to monitor the quality and safety of the service provided.
  - Published: 2024-03-16
- Finding
  - Evidence: Management were described as hands-on, approachable and accessible by both people and staff.
  - Published: 2020-01-29
- Finding
  - Evidence: People were involved in planning, reviewing and making decisions about their care and support.
  - Published: 2020-01-29

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2024-03-16
- Finding
  - Preventing and controlling infection
  - Published: 2024-03-16
- Finding
  - Using medicines safely
  - Published: 2024-03-16
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2024-03-16
- Finding
  - Staffing and recruitment
  - Published: 2024-03-16
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2024-03-16

### well_led

- Finding
  - Working in partnership with others
  - Published: 2024-03-16
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2024-03-16
- Finding
  - Managers and staff being clear about their roles; Continuous learning and improving care
  - Published: 2024-03-16
- Finding
  - Engaging and involving people using the service, the public and staff; Promoting a positive culture
  - Published: 2024-03-16

## 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/1-939543312

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