N1C is a small domiciliary care agency rated Requires Improvement overall following its November 2023 inspection, with a breach of Regulation 17 identified due to inadequate governance systems including insufficient auditing of care plans, staff records, and medicines competencies. Care delivery, safeguarding practices, and staff culture were broadly positive, but inconsistent record-keeping and lack of meaningful quality assurance undermined the well-led and effective ratings.
Concerns (6)
criticalGovernance: “The registered person had not operated effective systems to: Assess, monitor and improve the quality of the service. Regulation 17 (1) (2) (a)”
moderateRecord keeping: “We identified several gaps in the recording of staff training, induction and DBS checks, confirming the managerial checks needed to improve.”
moderateCare planning: “Not all care plans reflected how people wanted to receive their care... it was not always clear who had been involved as they were not all signed and/or dated.”
moderateStaff competency: “Medicine competency checks were being conducted by the registered manager, though they did not have the correct level of training to do this.”
minorStaff training: “The provider did not always maintain clear staff induction and shadowing records. Therefore, they could not always assure us these took place as required.”
minorIncident learning: “People receiving care were asked to complete a satisfaction survey... It was not clear how this information was used. No outcomes or actions were documented or shared.”
Strengths
· Staff demonstrated clear understanding of safeguarding risks and reporting procedures; registered manager knowledgeable about relevant agencies to notify.
· People had individual and environmental risk assessments prior to care packages, reviewed regularly and updated when needs changed.
· All staff underwent DBS checks; people received their care visits as agreed.
· Staff supported people with person-centred care, promoting dignity, privacy, independence and human rights.
· Service matched people who speak English as a second language with care workers who share their native language, including Somali-speaking carers.
Quality-Statement breakdown (24)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
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 experienceRequires improvement
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
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: 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: Continuous learning and improving careRequires improvement
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Engaging and involving people using the service, the public and staff, fully considering their equality characteristicsGood
well-led: How the provider understands and acts on the duty of candourGood
Eazy Innovations C.I.C. received a Good rating across all five key questions at its first inspection in January 2018, with two service users receiving safe, person-centred domiciliary care. No regulatory breaches or failure themes were identified; the service demonstrated sound governance, safe medicines management, and strong feedback from relatives.
Strengths
· Robust medicine administration records and monitoring by registered manager ensured safe medicines management.
· Safe recruitment processes in place including DBS checks, references and right-to-work verification.
· Staff matched to service users based on cultural background and language, supporting effective communication.
· Care plans updated monthly to reflect current needs, with copies held in each person's home.
· Registered manager carried out regular spot checks, audits of care plans, risk assessments and medicines management.
Quality-Statement breakdown (14)
safe: Risk assessments carried out covering home environment, personal care, moving and handling and health and safety.Good
safe: Medicine administration managed safely with MAR charts and registered manager competency checks.Good
safe: Safeguarding training provided to all staff with clear reporting guidance.Good
safe: Safe recruitment processes including DBS, references and identity verification.Good
effective: Mental Capacity Act assessments undertaken for all service users at referral stage.Good
effective: In-house induction aligned to Care Certificate provided to all new staff.Good
effective: Supervision provided every three months post-induction with documented records.Good
caring: Consent obtained and recorded for all service users; relatives consulted with permission.Good
caring: Privacy and dignity respected during personal care; staff culturally matched to service users.Good
responsive: Complaints policy provided to all service users and relatives; no complaints received.Good
responsive: Daily notes completed at each visit; care plans reviewed and updated monthly.Good
well-led: Registered manager conducted spot checks, training monitoring and care plan audits.Good
well-led: Quarterly board meetings held with minutes to review service performance.Good
well-led: Quality assurance questionnaires completed showing high satisfaction among users and relatives.Good