# ApproCare

*Operated by Mrs Emma Lumsden.*

ApproCare is a CQC-regulated home-care agency in Sheerness.

## CQC Ratings

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

Rating published: 01/08/2023

## Practical info

- Postcode: ME12 1TA
- Local authority: Kent
- Region: South East
- City: Sheerness
- Last CQC check: 01/Aug/2023 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Care reviews had been held with people and feedback was positive about staff and service.
  - Published: 2025-12-12
- Finding
  - Evidence: People reported receiving person-centred care; a person said, 'It is nice to have the same person all the time, she is very, very respectful.'
  - Published: 2025-12-12
- Finding
  - Evidence: Appropriate DBS checks were undertaken prior to staff appointment.
  - Published: 2025-12-12
- Finding
  - Evidence: Shared care agreements were in place with the district nursing team and chiropody appointments were arranged.
  - Published: 2025-12-12
- Finding
  - Evidence: Staff assessed and considered risks associated with some people's sensory needs and documented hearing or visual impairments in care plans.
  - Published: 2025-12-12
- Finding
  - Evidence: General environmental risks and fire hazards had been assessed for staff.
  - Published: 2025-12-12
- Finding
  - Evidence: The service was consistently working within the principles of the Mental Capacity Act.
  - Published: 2025-12-12
- Finding
  - Evidence: Staff used personal protective equipment (PPE) effectively and safely.
  - Published: 2025-12-12
- Finding
  - Evidence: Medicines records had been completed appropriately and staff supported people to make their own decisions about medicines.
  - Published: 2025-12-12
- Finding
  - Evidence: People felt safe and trusted staff; a person said, 'I am honestly really happy with them.'
  - Published: 2025-12-12
- **complaints_handling** _(minor)_
  - Evidence: Staff told us the management team had asked them to apologise to a person on their behalf but did not provide information on actions taken to address the complaint.
  - Published: 2025-12-12
- **record_keeping** _(moderate)_
  - Evidence: Records did not include actions taken by staff to reduce/manage the risks of people not taking their medication, failing to have bowel movements for days or confirming food/fluid consumption.
  - Published: 2025-12-12
- **leadership** _(moderate)_
  - Evidence: Some staff told us they felt unable to raise concerns with managers without fear. Two staff members told us if they complained they were 'put on the naughty step' and their hours were reduced.
  - Published: 2025-12-12
- **supervision_appraisal** _(moderate)_
  - Evidence: Staff told us their practical assessments were pre-populated and they were not spot checked during visits to ensure standards of care were maintained.
  - Published: 2025-12-12
- **staffing_levels** _(critical)_
  - Evidence: Staff told us they are expected to do multi handed calls on their own if there are not enough staff. Another told us they responded by 'Cutting corners…We don't have time to watch them eat.'
  - Published: 2025-12-12
- **staffing_levels** _(moderate)_
  - Evidence: A person told us, 'They couldn't give me my time for the visit as everyone wants that time and they didn't have enough carers.'
  - Published: 2025-12-12
- **staff_training** _(moderate)_
  - Evidence: Staff told us all the training was online and some felt it did not provide them with the opportunity to apply the learning in practice.
  - Published: 2025-12-12
- **staff_training** _(moderate)_
  - Evidence: Staff had not completed their annual training. One staff member had not completed 17 of their 22 training modules and continued to provide care during this period.
  - Published: 2025-12-12
- **incident_learning** _(moderate)_
  - Evidence: The registered manager told us they spoke with staff at the time of concerns being raised but did not retain records to identify themes or learning.
  - Published: 2025-12-12

### safe

- Finding
  - Using medicines safely
  - Published: 2025-12-12
- Finding
  - Preventing and controlling infection
  - Published: 2025-12-12
- Finding
  - Assessing risk, safety monitoring and management and learning lessons when things go wrong
  - Published: 2025-12-12
- Finding
  - Staffing and recruitment
  - Published: 2025-12-12
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2025-12-12

### well_led

- Finding
  - Working in partnership with others
  - Published: 2025-12-12
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2025-12-12
- Finding
  - Continuous learning and improving care
  - Published: 2025-12-12
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2025-12-12
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2025-12-12
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2025-12-12

## 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/1-947968241

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