Our 30 care providers failing to meet national standards

NATIONAL STANDARDS: All About Care in Dorchester

Apex Companions (Apex Care) at Poundbury

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THIRTY Dorset home care providers have failed to meet national standards for care, according to official reports from the Care Quality Commission (CQC).

Of 14 home care providers for West Dorset which didn’t meet all five CQC standards, over half – eight – failed to pass more than one standard.

The Care Quality Commission publishes its inspection reports online. Home care providers look after people who live independently in their own homes but require some help.

The latest findings follow a Dorset Echo investigation into care homes in the county revealed shortcomings in the provision of care in the county.

CQC inspections of home care providers exposed a number of failings, the majority of which involved record-keeping, medication dosage and safeguarding vulnerable adults from abuse.

One of the home care providers which didn’t meet all five standards was the Weymouth branch of Care at Home, based at Altogether Care, which provides care to approximately 180 people in Weymouth and surrounding areas.

Following a March 2014 check, CQC inspectors said: “People who used the service were not protected from the risk of abuse, because staff did not understand their responsibilities regarding safeguarding.

“We were told that a care worker had reported their concerns about an allegation of abuse to a supervisory member of staff. A member of staff told us that they had not reported this allegation of abuse to the safeguarding authority because of the person’s mental health condition.

“We asked the registered manager about this decision and they also said that they would not have reported the allegation of abuse.”

Inspectors also noted the company failed to keep accurate records about incidents affecting the health and welfare of care recipients.

The report said: “We saw that not all incidents that were in the on-call book or people’s care records had been logged.

“For example, we saw in a person`s care notes that they had been found on the floor by the care worker on three separate occasions in a three-week period. The care worker had called an ambulance on one occasion. None of these had been recorded.”

During a February 2014 inspection carried out at Dorchester-based All About Care, inspectors noted there was no formal system to assess mental capacity or record consent to care.

The report said ‘there was no evidence that mental capacity had been assessed in line with the key principles of the Mental Capacity Act 2005’ and inspectors recorded examples of the company consulting individuals about their care when no assessment of mental capacity had been recorded.

They also documented notes on an individual’s care record saying they had to be ‘persuaded’ into agreeing to care and instances of All About Care calling care recipients for phone interviews when, according to relatives, the individuals would not be able to ‘follow such a phone call’ because they were suffering from dementia.

Apex Companions in Dorchester is another care provider that failed to meet the CQC’s requirements.

Inspectors noted the company had improved since the CQC formally ordered them to take action in a March 2013 report after they found ‘the provider was not clear about the level of support people needed with their medication’, but in a visit in February and March 2014 they found medicines were not always signed for, and there were gaps and inaccuracies in medicine administration records, meaning care recipients would not always get the correct dose of medicine.

In a February 2014 inspection of Mulberry Court and Scope Inclusion Dorset, based in Gillingham, inspectors said: “During our visit we viewed records that there had been an incident in 2013 that was notifiable to the Care Quality Commission that had not been reported to the CQC. We saw that the service had taken appropriate steps to manage the risk of the incident being repeated.

“However, the service had not informed the CQC without delay of the incident.”

Sarah Marshall, Scope’s area manager, said: “Last year, a minor incident took place at our service Mulberry Court. We followed our standard internal safeguarding process, but we were later informed that the incident should have been reported to the CQC. We have since reviewed our reporting process, to make sure that all relevant safeguarding incidents are correctly reported.”

A spokesman for Altogether Care said: “Altogether Care was grateful to CQC for pointing out any shortfalls and also areas of good practice on what has always been a fully compliant office. “We immediately implemen-ted any changes necessary to ensure the branch was meeting the high standards Altogether Care expects from all their ser-vices, and we are currently awaiting re-inspection by CQC.”

The Dorset Echo contacted All About Care and Apex Companions but representatives could not be reached for comment.

A spokesman for the CQC said it is possible some of the care providers have improved since their last inspection, or recent inspections may have been carried out but the results have not yet been uploaded onto the CQC website.

They moved to reassure members of the public that all of the care providers who have not met every standard will be guaranteed a follow-up inspection to ensure they implement required improvements.

Councillor says ‘poor’ services must be improved

CLLR Francis Drake, pictured right, Weymouth and Portland Borough Council’s spokesman for health, wellbeing and safeguarding vulnerable adults, said: “If people are being paid to look after older people they should look after them properly.

“The services that fall below the CQC’s standards should improve without a shadow of a doubt. We are going to be the pensioners of tomorrow and if we were having care we would expect it to be properly provided. I encourage care workers to whistleblow on their employers if mistakes are not being reported.”

The Care Quality Commission, which checks whether hospitals, care homes, GPs, dentists and services in the home are meeting national standards, publishes its reports and findings online so that people can make choices about the care they receive.

It arranges unannounced inspections of services that provide care and ask people about their experiences of receiving care. During their inspections, they talk to care staff, check that the right systems and processes are in place, and look for standards being met.

There will be follow-ups

THE head of the CQC’s social care inspectors in the South has promised his inspectors will follow up every care agency which has been found to be failing to meet national standards.

Adrian Hughes, deputy chief inspector of adult social care said: “These agencies provide a vital service to people in their own homes.

But if they can’t be relied on to give a good service - it can be very worrying, particularly for people who depend on their care worker and may have no one else to call on. People have a right to expect good quality, safe and effective care. Our inspections show that many providers and in Dorset do provide good care – but too many don’t, and they can’t carry on like that. Our new ratings regime will start in October and will highlight inadequate services. We need to make sure that poor services improve - and if they do not, they will have to face the consequences."

Dorset home care providers which failed one or more CQC standard

All About Care (South West) Limited – Latest inspection March 20 2014 Treating people with respect and involving them in their care – Improvements required; Caring for people safely and protecting them from harm – Improvements required; Quality and suitability of management – Improvements required.

Apex Companions (Apex Care) Dorchester – Latest inspection April 2 2014 Caring for people safely and protecting them from harm – Improvements required; Quality and suitability of management – Improvements required.

Dorset Learning Disability Service – Latest inspection October 9 2013 Quality and suitability of management – Improvements required.

Care at Home (Altogether Care) Weymouth – Latest inspection March 15 2014 Providing care, treatment and support that meets people's needs – Improvements required; Caring for people safely and protecting them from harm – Improvements required; Quality and suitability of management – Improvements required.

Care at Home (Altogether Care) Wareham – Latest inspection March 5 2014 Providing care, treatment and support that meets people's needs – Improvements required; Caring for people safely and protecting them from harm – Improvements required; Quality and suitability of management – Improvements required.

24 Hour Care Services Limited Sturminster Marshall – Latest inspection July 16 2013 Staffing – Improvements required; Quality and suitability of management – Improvements required.

Care at Home (Altogether Care) Sturminster Newton – Latest inspection January 1 2014 Caring for people safely and protecting them from harm – Improvements required; Staffing – Improvements required; Quality and suitability of management – Improvements required.

Mulberry Court and Scope Inclusion Dorset – Latest inspection March 19 2014 Quality and suitability of management - Improvements required.

Abicare Services Limited Dorset – Latest inspection September 13 2013 Providing care, treatment and support that meets people's needs – Improvements required; Staffing – Improvements required.

The Right Hand Swanage – Latest inspection January 11 2014 Quality and suitability of management - Improvements required.

Essential Nursing and Care Dorchester – Latest inspection April 8 2014 Treating people with respect and involving them in their care – Improvements required; Quality and suitability of management – Improvements required.

Agincare UK Weymouth – Latest inspection February 12 2014 Caring for people safely and protecting them from harm – Improvements required; Quality and suitability of management – Improvements required.

Agincare UK Bridport – Latest inspection January 15 2014 Caring for people safely and protecting them from harm – Improvements required; Quality and suitability of management – Improvements required.

Agincare UK Christchurch – Latest inspection September 13 2013 Quality and suitability of management – Improvements required Daley Home Care Bridport – Latest inspection April 15 2014 Quality and suitability of management – Improvements required.

Caremark New Forest (Christchurch) – Latest inspection March 19 2014 Quality and suitability of management – Improvements required.

Nightingales Home Care Service Swanage – Latest inspection February 28 2014 Staffing – Improvements required.

Allied Healthcare Bournemouth – Latest inspection July 1 2014 Treating people with respect and involving them in their care – Enforcement action taken; Providing care, treatment and support that meets people's needs – Enforcement action taken; Quality and suitability of management – Enforcement action taken; Staffing – Improvements required.

Agape Care Solutions Poole – Latest inspection November 8 2013 Providing care, treatment and support that meets people's needs – Improvements required; Caring for people safely and protecting them from harm – Improvements required; Quality and suitability of management – Improvements required.

Candlelight Homecare Services Wimborne – Latest inspection April 18 2014 Caring for people safely and protecting them from harm – Improvements required; Staffing – Improvements required; Quality and suitability of management – Improvements required.

Agincare UK Ferndown – Latest inspection July 1 2014 Treating people with respect and involving them in their care – Improvements required.

HMR Medical and Nursing Service Broadstone – Latest inspection February 12 2014 Providing care, treatment and support that meets people's needs – Improvements required; Caring for people safely and protecting them from harm – Improvements required; Quality and suitability of management – Improvements required.

AA-I-Care Portland – Latest inspection October 30 2014 Quality and suitability of management – Improvements required.

Willow Tree Bournemouth – Latest inspection September 3 2013 Quality and suitability of management – Improvements required.

Staff 2000 Domiciliary Care Service Bournemouth – Latest inspection September 3 2013 Staffing – Improvements required; Quality and suitability of management – Improvements required.

Shapes Domiciliary Care Service (Diverse Abilities Plus) Poole – Latest inspection February 13 2014 Quality and suitability of management – Improvements required.

Home Care Angels Poole – Latest inspection March 5 2014 Providing care, treatment and support that meets people's needs – Improvements required; Caring for people safely and protecting them from harm – Improvements required; Quality and suitability of management – Improvements required.

MiHomecare Poole – Latest inspection November 22 2013 Providing care, treatment and support that meets people's needs – Improvements required.

Aspect Domiciliary Care Bournemouth – Latest inspection December 20 2013 Caring for people safely and protecting them from harm – Improvements required; Staffing – Improvements required; Quality and suitability of management – Improvements required.

Comments (15)

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8:47am Wed 23 Jul 14

cosmick says...

Pay peanuts get monkeys.
Most care jobs are low paid, staff often get trained to better standards but often staff shortages because of low pay.
You reap what you sow.
When the L/A run these homes care was better.
Pay peanuts get monkeys. Most care jobs are low paid, staff often get trained to better standards but often staff shortages because of low pay. You reap what you sow. When the L/A run these homes care was better. cosmick
  • Score: 6

9:22am Wed 23 Jul 14

sharonanne4468 says...

Firstly, its not that low paid in comparison to other jobs. Secondly how dare you call these people monkeys. Maybe you should give the job a go for 24hrs and then pass comment.
Firstly, its not that low paid in comparison to other jobs. Secondly how dare you call these people monkeys. Maybe you should give the job a go for 24hrs and then pass comment. sharonanne4468
  • Score: 9

10:01am Wed 23 Jul 14

cj07589 says...

cosmick wrote:
Pay peanuts get monkeys.
Most care jobs are low paid, staff often get trained to better standards but often staff shortages because of low pay.
You reap what you sow.
When the L/A run these homes care was better.
Agreed but the government can always find plenty of money to fund corrupt despots, dictators and pointless oversea wars that have nothing to do with us.
Don't even get me started on the billions wasted on the armed forces, trident and global warming cons. Face it this Government like the many before simply do not care about the care of the elderly and its bloody disgraceful.
[quote][p][bold]cosmick[/bold] wrote: Pay peanuts get monkeys. Most care jobs are low paid, staff often get trained to better standards but often staff shortages because of low pay. You reap what you sow. When the L/A run these homes care was better.[/p][/quote]Agreed but the government can always find plenty of money to fund corrupt despots, dictators and pointless oversea wars that have nothing to do with us. Don't even get me started on the billions wasted on the armed forces, trident and global warming cons. Face it this Government like the many before simply do not care about the care of the elderly and its bloody disgraceful. cj07589
  • Score: 3

10:03am Wed 23 Jul 14

cj07589 says...

sharonanne4468 wrote:
Firstly, its not that low paid in comparison to other jobs. Secondly how dare you call these people monkeys. Maybe you should give the job a go for 24hrs and then pass comment.
I think you'll find it's a figure of speech and not intended to be offensive, I'm sure in this world of crazy political correctness that you always find someone who got nothing better to do than have a good old whinge!
[quote][p][bold]sharonanne4468[/bold] wrote: Firstly, its not that low paid in comparison to other jobs. Secondly how dare you call these people monkeys. Maybe you should give the job a go for 24hrs and then pass comment.[/p][/quote]I think you'll find it's a figure of speech and not intended to be offensive, I'm sure in this world of crazy political correctness that you always find someone who got nothing better to do than have a good old whinge! cj07589
  • Score: 2

10:04am Wed 23 Jul 14

southwellman says...

sharonanne4468 wrote:
Firstly, its not that low paid in comparison to other jobs. Secondly how dare you call these people monkeys. Maybe you should give the job a go for 24hrs and then pass comment.
There is always the "Expert" who sits in their arm chair who knows better. I for one could not look after the elderly and it takes a degree of dedication to do the job. But I do not think the post was calling them monkeys as it is an old British saying meaning if the pay is low then the chances are people with little education skill are likely to take the job.
[quote][p][bold]sharonanne4468[/bold] wrote: Firstly, its not that low paid in comparison to other jobs. Secondly how dare you call these people monkeys. Maybe you should give the job a go for 24hrs and then pass comment.[/p][/quote]There is always the "Expert" who sits in their arm chair who knows better. I for one could not look after the elderly and it takes a degree of dedication to do the job. But I do not think the post was calling them monkeys as it is an old British saying meaning if the pay is low then the chances are people with little education skill are likely to take the job. southwellman
  • Score: 4

10:07am Wed 23 Jul 14

banger999 says...

I have to disagree with the findings at Weymouth care home run by altogether care. at the end of January this year my wife passed away in the said care home . I could not fault in any way. They took care of my wife with wonderful care , also they were there for me. When my wife passed away they treated her with great dignity. I would recommend Weymouth care home without hesitation. finally the food was 5 star. Comment from Andrew Crawford.
I have to disagree with the findings at Weymouth care home run by altogether care. at the end of January this year my wife passed away in the said care home . I could not fault in any way. They took care of my wife with wonderful care , also they were there for me. When my wife passed away they treated her with great dignity. I would recommend Weymouth care home without hesitation. finally the food was 5 star. Comment from Andrew Crawford. banger999
  • Score: 10

10:49am Wed 23 Jul 14

acerone says...

banger999 wrote:
I have to disagree with the findings at Weymouth care home run by altogether care. at the end of January this year my wife passed away in the said care home . I could not fault in any way. They took care of my wife with wonderful care , also they were there for me. When my wife passed away they treated her with great dignity. I would recommend Weymouth care home without hesitation. finally the food was 5 star. Comment from Andrew Crawford.
Agree with Andrew on this but the report does not mention Weymouth Care Home, Weymouth Care Home is fully compliant by CQC
[quote][p][bold]banger999[/bold] wrote: I have to disagree with the findings at Weymouth care home run by altogether care. at the end of January this year my wife passed away in the said care home . I could not fault in any way. They took care of my wife with wonderful care , also they were there for me. When my wife passed away they treated her with great dignity. I would recommend Weymouth care home without hesitation. finally the food was 5 star. Comment from Andrew Crawford.[/p][/quote]Agree with Andrew on this but the report does not mention Weymouth Care Home, Weymouth Care Home is fully compliant by CQC acerone
  • Score: 6

11:33am Wed 23 Jul 14

banger999 says...

When my wife was home , the home care was second to none by altogether care
When my wife was home , the home care was second to none by altogether care banger999
  • Score: 4

11:34am Wed 23 Jul 14

acerone says...

However it seems it hasn't stopped the poor and sloppy reporting of the Echo printing a picture of The Weymouth Care Home in today's echo which is a fully compliant and well run care home.

It's bad enough that the press only print articles that identify 'non-compliant' services/care homes, and never focus on the 'good' ones. However, on this occasion the Echo has surpassed themselves by featuring a care home which forms no part of this article/feature, thereby causing distress to both residents, their families and the staff.
However it seems it hasn't stopped the poor and sloppy reporting of the Echo printing a picture of The Weymouth Care Home in today's echo which is a fully compliant and well run care home. It's bad enough that the press only print articles that identify 'non-compliant' services/care homes, and never focus on the 'good' ones. However, on this occasion the Echo has surpassed themselves by featuring a care home which forms no part of this article/feature, thereby causing distress to both residents, their families and the staff. acerone
  • Score: 7

3:33pm Wed 23 Jul 14

JACKC says...

You only have to look in the local paper to see that a lot of the jobs advertised involves working in the care industry. I couldn't do it. I've seen what it involves first hand. It seems to me many people go into this as it is relatively easy to get employment with these companies as they are often short staffed, and train 'on the job'. I have several relatives doing this, and I know some people doing this I wouldn't want looking after me when I get old/infirm. Sad to say, but many of the problems are due to lack of leadership, training. and proper financing. Even if you have excellent, compassionate people at your house, they may not know the official route/paper trail needed to report any misgivings they may have, most are concentrating on caring for their patients.
You only have to look in the local paper to see that a lot of the jobs advertised involves working in the care industry. I couldn't do it. I've seen what it involves first hand. It seems to me many people go into this as it is relatively easy to get employment with these companies as they are often short staffed, and train 'on the job'. I have several relatives doing this, and I know some people doing this I wouldn't want looking after me when I get old/infirm. Sad to say, but many of the problems are due to lack of leadership, training. and proper financing. Even if you have excellent, compassionate people at your house, they may not know the official route/paper trail needed to report any misgivings they may have, most are concentrating on caring for their patients. JACKC
  • Score: 3

5:00pm Wed 23 Jul 14

cosmick says...

cj07589 wrote:
sharonanne4468 wrote:
Firstly, its not that low paid in comparison to other jobs. Secondly how dare you call these people monkeys. Maybe you should give the job a go for 24hrs and then pass comment.
I think you'll find it's a figure of speech and not intended to be offensive, I'm sure in this world of crazy political correctness that you always find someone who got nothing better to do than have a good old whinge!
Yes CJ just a term of speech. My point was that if you pay low wages which in most cases they are you do not get the best people. This is not to say they do not have compassion or care.
If the jobs paid a lowest wage of £10. per hour better staff would look at them jobs. Also terms and conditions with these jobs are poor.
Also just to let you know i worked in a care home for 3 weeks and i can tell you that was enough.
[quote][p][bold]cj07589[/bold] wrote: [quote][p][bold]sharonanne4468[/bold] wrote: Firstly, its not that low paid in comparison to other jobs. Secondly how dare you call these people monkeys. Maybe you should give the job a go for 24hrs and then pass comment.[/p][/quote]I think you'll find it's a figure of speech and not intended to be offensive, I'm sure in this world of crazy political correctness that you always find someone who got nothing better to do than have a good old whinge![/p][/quote]Yes CJ just a term of speech. My point was that if you pay low wages which in most cases they are you do not get the best people. This is not to say they do not have compassion or care. If the jobs paid a lowest wage of £10. per hour better staff would look at them jobs. Also terms and conditions with these jobs are poor. Also just to let you know i worked in a care home for 3 weeks and i can tell you that was enough. cosmick
  • Score: -2

7:00pm Wed 23 Jul 14

westbaywonder says...

sharonanne4468 wrote:
Firstly, its not that low paid in comparison to other jobs. Secondly how dare you call these people monkeys. Maybe you should give the job a go for 24hrs and then pass comment.
Monkeys? How about Washer-woman or **** shoveler because at the end of the day thats what they do.
How dare i say that you ask, becouse it is fact, that is what they do in order to earn a wage.
[quote][p][bold]sharonanne4468[/bold] wrote: Firstly, its not that low paid in comparison to other jobs. Secondly how dare you call these people monkeys. Maybe you should give the job a go for 24hrs and then pass comment.[/p][/quote]Monkeys? How about Washer-woman or **** shoveler because at the end of the day thats what they do. How dare i say that you ask, becouse it is fact, that is what they do in order to earn a wage. westbaywonder
  • Score: 3

7:58pm Wed 23 Jul 14

anika says...

Altogether Home Care were - in my experience - excellent.
Of course you always have the odd paid carer who takes short cuts to get out of the house quickly. Others on the other hand really care what they are doing - they used to talk to my mother and tell her rude rhymes - and she told them some too! Their timings were excellent which is what you want when they are using the one bathroom in the house. You don't want them turning up 2 hours early when maybe you are in the bathroom or worse still - still in bed! We had that happen with another agency which is useless because routine is essential.
Some cares are not very responsible and need watching all the time to make sure they do a good job but that can happen in any job.
How they act when the person they are caring for lives on their own
I don't know as it wasn't our experience. We were with my mother all the time and the carers from Altogether Care were always very pleasant and friendly. Even the times when I was really upset or stressed they were very understanding.
Ask yourself how you would like to clean someone up (who is not a relation) when they have had an incontinence problem during the night.
Those cares are brilliant and so are the office staff.
Altogether Home Care were - in my experience - excellent. Of course you always have the odd paid carer who takes short cuts to get out of the house quickly. Others on the other hand really care what they are doing - they used to talk to my mother and tell her rude rhymes - and she told them some too! Their timings were excellent which is what you want when they are using the one bathroom in the house. You don't want them turning up 2 hours early when maybe you are in the bathroom or worse still - still in bed! We had that happen with another agency which is useless because routine is essential. Some cares are not very responsible and need watching all the time to make sure they do a good job but that can happen in any job. How they act when the person they are caring for lives on their own I don't know as it wasn't our experience. We were with my mother all the time and the carers from Altogether Care were always very pleasant and friendly. Even the times when I was really upset or stressed they were very understanding. Ask yourself how you would like to clean someone up (who is not a relation) when they have had an incontinence problem during the night. Those cares are brilliant and so are the office staff. anika
  • Score: 4

8:27pm Wed 23 Jul 14

suemar12 says...

Several years ago DCC selected around about 4 main providers, to cover the area. They put the chargeable price down to an unsustainable level and it was evident to those providers who refused to be bullied by DCC and walked away, that inevitably something would have to be compromised.
I don't necessarily believe that a provider who fails CQC is delivering care of a low standard and people shouldn't jump to that conclusion. They may well be dedicated to delivering excellent care and because of this their paperwork has slipped.
Several years ago DCC selected around about 4 main providers, to cover the area. They put the chargeable price down to an unsustainable level and it was evident to those providers who refused to be bullied by DCC and walked away, that inevitably something would have to be compromised. I don't necessarily believe that a provider who fails CQC is delivering care of a low standard and people shouldn't jump to that conclusion. They may well be dedicated to delivering excellent care and because of this their paperwork has slipped. suemar12
  • Score: 1

10:24pm Wed 23 Jul 14

Ryan_Hope_1991 says...

Its not the carers fault. Its due to the organisation over working the carers and not giving them time to travel between client's. Everything is rushed

Low pay, long hours 14+ a day & working 12 or 13 days straight. Its also a very physical job with many carers injuring themselves. Its not surprised carers make mistakes

With an ageing population in dorset and less people wanting to take up caring as a profession due to these working conditions its only going to get worse with not just the clients suffering but also the carers.
Its not the carers fault. Its due to the organisation over working the carers and not giving them time to travel between client's. Everything is rushed Low pay, long hours 14+ a day & working 12 or 13 days straight. Its also a very physical job with many carers injuring themselves. Its not surprised carers make mistakes With an ageing population in dorset and less people wanting to take up caring as a profession due to these working conditions its only going to get worse with not just the clients suffering but also the carers. Ryan_Hope_1991
  • Score: -1

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