Invicta Care and Training Ltd is a care agency providing personal care and support to people in their own homes. The agency is registered to provide care for adults. At the time of the inspection, only adults were using the service. The agency cared for people with dementia, people with physical disabilities, people with mental health needs and older adults. A total of 66 people were using the service at the time of our assessment. The assessment started on 8 July 2024 and ended on 26 July 2024. We visited the provider’s office on the 10 July 2024. We carried out telephone interviews with people receiving support, relatives, and staff on the 18 and 19 July 2024. We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it. At the time of the inspection, the location did not care or support for anyone with a learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.
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Invicta Care and Training Ltd, a domiciliary care agency supporting 54 people, was rated Good overall across all three inspected key questions (Safe, Effective, Well-led) at its August–September 2022 inspection. The service demonstrated strong safeguarding, medication management and person-centred care, though a recommendation was made to improve monitoring of staff deployment to address timekeeping inconsistencies.
Concerns (2)
moderateMissed or late visits: “I don't seem to have any sort of set times the carers come when they want, and I have no power to sort this.”
minorGovernance: “The provider had an electronic system in place to monitor staffing levels and timekeeping. However, this was not always effectively used to prevent staff lateness.”
Strengths
· Staff recruited safely with references and DBS checks completed prior to commencement
· People and relatives felt safe and expressed high satisfaction with care workers' knowledge and skills
· Medicine administration records completed correctly and regularly audited; staff competency assessed annually
· Comprehensive induction, regular training including e-learning and classroom-based sessions, and regular supervisions for staff
· Registered manager liaised with local authority safeguarding and commissioning team and carried out thorough investigations
Invicta Care and Training Ltd was rated Requires Improvement across all five key questions at this December 2019 inspection, representing a third consecutive Requires Improvement rating with new breaches of Regulations 9, 12, 17, 18, and 19 identified. Key failures included unsafe recruitment practices, inadequate medicine competency documentation, failure to notify CQC of safeguarding concerns, and insufficient governance and audit systems, resulting in a warning notice for Regulation 17.
Concerns (8)
criticalMedication management: “Competencies completed did not state where the staff was observed administering medicines. For example, one competency form did not have a staff name attached to the form.”
criticalSafeguarding: “The registered manager, whilst informing the local authority of safeguarding adult concerns, had failed to inform the CQC. This is a legal requirement therefore the provider had breached the regulations.”
criticalGovernance: “There was a lack of records in respect of audits carried out by the provider and it was therefore not possible for them to demonstrate they had good oversight of the provision of the service.”
criticalCare planning: “One person's care plan did not reflect an increase of two care calls each day. The plan only referenced the original breakfast call, not the lunch or evening call.”
criticalRecord keeping: “One staff application form dated May 2019 lacked important information...blank sections stating when the staff moved to their current address, lack of national insurance number and no recent employer listed after November 2017.”
moderateStaff competency: “The shadowing assessment forms were not always completed in a robust manner to confirm that the care worker took part in a comprehensive shadowing process.”
moderateMissed or late visits: “One relative however told us they required two staff to support their family member and sometimes one care worker arrived without a second care worker attending.”
moderateLeadership: “The provider did not have full oversight of their service...whilst reviewing one person's file we found the care notes of another person who from the content was clearly receiving a regulated activity.”
Strengths
· People and relatives spoke positively about care workers, describing them as friendly, kind and going beyond the call of duty.
· Care plans were generally person-centred with improved content including brief background histories and relevant staff guidance.
· Most people and relatives reported consistent staff teams and timely arrival of care workers.
· Staff were matched with people who shared their culture, religion or preferred language, which was valued positively.
· The registered manager was described as approachable, responsive to complaints, and open about concerns.
Quality-Statement breakdown (24)
safe: Using medicines safelyRequires improvement
safe: Staffing and recruitmentRequires improvement
safe: Assessing risk, safety monitoring and managementRequires improvement
safe: Systems and processes to safeguard people from the risk of abuseRequires improvement
safe: Learning lessons when things go wrongGood
safe: Preventing and controlling infectionGood
effective: Staff support: induction, training, skills and experienceRequires improvement
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the law
The Winning Box required improvement overall, with two regulatory breaches identified: Regulation 12 (safe care and treatment) due to incomplete risk assessments and medicines documentation, and Regulation 17 (good governance) due to failure to implement audit findings in a timely manner. Strengths included caring and consistent staff, good training and safeguarding awareness, and proactive engagement with external support to improve systems.
Concerns (6)
criticalMedication management: “Staff had received medicines administration training but we found one person was supported with their medicines when it was not in their care plan for staff to do this.”
criticalGovernance: “Although audits and checks had been undertaken and some shortfalls identified, actions had not always been taken in a timely manner to make the necessary improvements.”
moderateCare planning: “People's care plans were not person centred. This was because they did not contain information about how people could be supported with their diverse needs.”
moderateRecord keeping: “Entries varied as to the effectiveness of the content in stating clearly what had been done and how the person received their care during each call.”
moderatePerson-centred care: “There was no information about their background or for instance, where they grew up or events that were important to them that staff could reference.”
minorMissed or late visits: “We had a lot of missed calls. One carer will turn up but the other carer did not. That has happened a lot of times before.”
Strengths
· Staff demonstrated knowledge of safeguarding and how to recognise and report abuse
· People and relatives described care workers as 'good' and 'very caring' with consistent, familiar staff
· Registered manager attended MCA training and implemented correct LPA procedures
· Staff received a comprehensive range of training including dementia, safeguarding, MCA, moving and handling, and medicines administration
· Complaints were investigated and actioned appropriately with disciplinary action taken where needed
Quality-Statement breakdown (18)
safe: Risk assessmentRequires improvement
safe: Medicines managementRequires improvement
safe: SafeguardingGood
safe: Staffing and call attendanceRequires improvement
Invicta Care and Training Ltd improved from Requires Improvement to Good across all five key questions following a follow-up inspection in May 2021, having successfully addressed multiple prior regulatory breaches in recruitment, medicines management, care planning, and governance. The service demonstrated robust systems, person-centred care, and strong leadership with effective oversight mechanisms in place.
Strengths
· Robust staff recruitment protocol with thorough checks including employment gap verification, references, identity, right to work, and DBS checks
· Medicines administration records fully completed, audited monthly, and competency assessments signed by both care worker and registered manager
· Person-centred care plans reviewed regularly to reflect changing circumstances, with people involved in reviews
· Cultural and linguistic needs proactively met, including recruiting staff who speak specific languages and placing LGBT+ policy in every care record
· Effective governance systems including electronic monitoring of staff attendance at calls, monthly audits, supervision, and quality assurance processes
Quality-Statement breakdown (23)
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Systems and processes to safeguard people from the risk of abuse; Learning lessons when things go wrongGood
safe: Assessing risk, safety monitoring and managementGood
safe: Preventing and controlling infectionGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced diet; Supporting people to live healthier lives, access healthcare services and supportGood
effective: Staff working with other agencies to provide consistent, effective, timely care
Invicta Care and Training Ltd, a newly registered domiciliary care agency, received a Requires Improvement overall rating at its first inspection due to a breach of Regulation 12 arising from inadequate risk assessments, including absent falls and moving-and-handling risk assessments for a high-risk service user. Caring, effective and responsive practices were rated Good, with relatives highly praising staff kindness and the registered manager's hands-on leadership, though governance systems failed to detect the risk assessment shortfalls.
Concerns (4)
criticalCare planning: “one person's care plan stated they were 'severely bed ridden at the moment'...there was no guidance for staff as to how the person would be moved using the sliding sheet”
criticalRecord keeping: “The same person had a history of falls but there was no falls risk assessment...no risk assessment in place to see if they required bed rails”
moderateGovernance: “the registered manager had not identified through care plan checks that risk assessments had not been comprehensively undertaken”
minorPerson-centred care: “there was little detail for example if the person preferred a shower or support to bathe or if there were part of the task they could perform them self”
Strengths
· Relatives described staff as very caring and kind, with one stating carers were 'kind and gentle'
· Sufficient staff recruited to meet needs and provide cover in emergencies, with staff sometimes staying longer than allotted time
· Safe recruitment procedures including DBS checks, identity verification, right to work checks and two references
· Staff received induction training including safeguarding, moving and handling, infection control and basic life support
· Service working within principles of Mental Capacity Act 2005 with staff demonstrating good understanding
Quality-Statement breakdown (12)
safe: Risk assessmentsRequires improvement
safe: Staffing levels and recruitmentGood
safe: Infection controlGood
safe: Medicines managementNot rated
effective: Staff training and inductionGood
effective: Mental Capacity Act complianceGood
caring: Dignity and respectGood
caring: Involvement in care planningGood
Good
effective: Ensuring consent to care and treatment in line with law and guidanceGood
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
caring: Ensuring people are well treated and supported; respecting equality and diversityRequires improvement
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesRequires improvement
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportNot rated
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsRequires improvement
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 staffRequires improvement
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Continuous learning and improving care; Working in partnership with othersRequires improvement
effective: Health and social care coordination
Good
caring: Kindness and relationshipsGood
caring: Dignity and privacyGood
caring: Choice and communicationGood
responsive: Person-centred care planningRequires improvement
responsive: Complaints handlingGood
responsive: End of life careNot rated
well-led: Governance and auditRequires improvement
well-led: Leadership and cultureGood
well-led: Quality monitoring and improvementRequires improvement
Good
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
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 staff, fully considering their equality characteristicsGood
well-led: Continuous learning and improving care; Working in partnership with othersGood
responsive: Person-centred care plans
Good
responsive: Complaints handlingGood
well-led: Quality monitoring and governanceRequires improvement