Focus Care Link was rated Requires Improvement overall following a focused inspection in August 2023, with breaches of Regulation 12 (safe care and treatment) and Regulation 17 (good governance) identified due to inadequate risk management guidance arising from a failed digital care planning system migration and a high volume of late and missed care calls undetected by quality assurance processes. Strengths included safe recruitment practices, generally good medicines management, regular staff training and supervision, and a positive, open organisational culture.
Concerns (7)
criticalCare planning: “plans to manage such risks lacked detail and up-to-date information and guidance to minimise the assessed risks”
critical
Missed or late visits
: “a high number of the calls were over 15 minutes late and some of the calls were over 45 minutes late”
criticalGovernance: “The service quality assurance processes did not highlight the shortfalls we have found with late and missed calls.”
moderateRecord keeping: “due to the ongoing issues with the new electronic care planning system information in records lacked detail”
moderateMedication management: “1 relative told us that due to staff being late their relative had received a time sensitive medicine later than prescribed”
moderatePerson-centred care: “I rarely feel that my relative is safe with the carers, especially when they are new. I have to take them through everything bit by bit”
minorCommunication with families: “I would like the agency to be more informative and letting us know how they operate and why they do certain things”
Strengths
· Staff were safely recruited with DBS checks, references, proof of address, full employment history and right to work checks
· Medicines were generally administered following best practice with competency assessments by field supervisors
· Staff received regular training including safeguarding, manual handling, first aid and medicines awareness delivered quarterly
· Regular supervisions were provided for staff and care workers felt well supported by management
· The service had effective infection prevention and control measures with adequate PPE supply
Quality-Statement breakdown (16)
safe: Assessing risk, safety monitoring and managementRequires improvement
safe: Staffing and recruitmentRequires improvement
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsRequires improvement
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving care; Working in partnership with othersGood