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Homecare Helpline received an overall Inadequate rating at its third full inspection, remaining in Special Measures due to a fourth consecutive breach of Regulation 18(1) over unsafe call scheduling and persistent shortfalls in governance, medicines management, infection control, care planning, and complaints handling. While individual care staff were praised for kindness and training had improved, the provider's chronic failure to organise staffing resources safely in the community service meant people continued to experience late, short, and inconsistent care calls.
Homecare Helpline, a domiciliary care agency supporting 43 people, was rated Good overall, with Safe and Well-led both rated Good at this focused inspection. Inspectors found effective safeguarding, safe recruitment and medicines practices, robust quality assurance, and a positive person-centred culture with strong partnership working.
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