We undertook an assessment of Morecare Services (UK) Ltd between 8 July to 23 September 2024. The assessment took place due to concerns received about the safety of people and staff visiting them to provide care, risk management, staffing, training and recruitment, and quality assurance and oversight of the service. We assessed a small number of quality statements from safe, caring, and well led, and found areas of concern. The scores for these areas have been combined with scores based on key question ratings from the last inspection in May 2023. We found 5 breaches in relation to risk management, person centred care, management and oversight of visits, recruitment, staff training, medicine management, notification of incidents, and good governance. The provider failed to follow safe recruitment practices and ensure effective staff training. The provider failed to consistently identify, review and monitor people at risk of abuse, effectively investigate incidents, accidents and complaints and identify learning from those. The registered manager did not have good oversight of people’s visits and scheduling to ensure people were supported as per agreed plans of care. The provider did not have effective oversight of the safe management of medicines and appropriate risk management. Peoples’ needs were not always reviewed to ensure accurate care and support, and accurate and complete records were not kept. The provider did not use feedback to improve the service and failed to ensure statutory notifications were submitted to the CQC. The provider did not have effective systems in place to ensure oversight and quality of the service. In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website after any representations and/ or appeals have been concluded.
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Morecare Services (UK) Ltd improved from Requires Improvement to Good across all five key questions, having resolved prior breaches of Regulations 13, 17 and 19 relating to safeguarding, governance and recruitment. The service demonstrated safe, person-centred care with strong staff support, effective communication with families, and robust quality monitoring systems.
Strengths
· Safeguarding processes improved since last inspection; dedicated safeguarding lead nominated and all concerns reported to local authority and CQC.
· Recruitment procedures strengthened to ensure only suitable staff employed, including DBS checks and right-to-work verification.
· People received a reliable, punctual service from consistent staff who knew their needs and preferences.
· Medicines managed safely with real-time digital monitoring and monthly audits confirming correct administration.
· Staff were kind, caring and maintained dignity and privacy; positive relationships established with people and families.
Quality-Statement breakdown (20)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Staffing and recruitmentGood
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Staff support: induction, training, skills and experienceGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Supporting people to live healthier lives, access healthcare services and support; Staff working with other agenciesGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
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 care; 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: End of life care and supportGood
responsive: Improving care quality in response to complaints or concernsGood
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; Continuous learning and improving careGood
well-led: Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirements; Duty of candourGood