Love 2 Care Homecare Services Ltd received an overall rating of Requires Improvement following a focused inspection in March 2023, with continued breaches of Regulation 12 (Safe Care and Treatment) and Regulation 17 (Good Governance), including a warning notice issued for governance failures. While people felt safe and expressed positive experiences of care, risk assessments lacked mitigation guidance, staff training gaps persisted, and governance systems remained reactive and ineffective.
Concerns (6)
criticalCare planning: “People's care plans identified risks to their health and wellbeing but did not always contain information about the risk, or guidance for staff on how to mitigate the risk.”
criticalGovernance: “The provider had not established effective governance systems to ensure the service was operating in line with policies and procedures.”
criticalRecord keeping: “The systems to monitor quality were not always effective and records were not always accurate or up to date.”
moderateStaff training: “The provider did not have an effective system in place to ensure staff received training in line with the training policy.”
moderateMissed or late visits: “People and their relatives told us that whilst things had improved since the last inspection, staff were still not always punctual.”
moderateSupervision / appraisal: “supervision/spot check meetings for staff had not been held regularly since the last inspection, but we saw a supervision schedule was now in place.”
Strengths
· People felt safe with staff and expressed trust in their carers.
· Sufficient staffing levels maintained; agency staff used only at weekends and accompanied by regular staff.
· Medicines administered as prescribed with regular competency checks for staff.
· Infection prevention and control policy was up to date and PPE used effectively.
· Safeguarding training completed by staff; investigations carried out appropriately.
Quality-Statement breakdown (11)
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
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
Date of assessment 1 April to 15 May 2025 The assessment was carried out to check whether the breaches of regulation issued at our last assessment had been met. We looked at 15 quality statements in Safe and Well led. The provider was previously in breach of the legal regulations in relation to safe and care and treatment, and good governance. The provider has remained in breach of good governance. The provider continued not to have effective oversight of their recruitment processes to ensure safe staffing practices. Additionally, the provider’s systems to make improvements to their service were not always effective. This inspection also identified the provider was in breach of the legal regulations related to notifying CQC. We have requested an Action Plan from the provider to show us how they will comply with these legal obligations. 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. However, some improvements were found at this assessment in relation to safe care and treatment. The provider had made improvements to ensure people’s care planning information included relevant details about their needs and any risks were managed. Staff were aware of people’s care plans and risks and new staff had opportunities to shadow experienced staff to help them understand what they needed to do. Staff had the required training to support people safely. The provider worked well with people and health professionals to ensure people’s needs were safely met. The provider learned from incidents and shared their learning with staff and partners. Referrals were made to health professionals where required.
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Love 2 Care Homecare Services Ltd was rated Requires Improvement overall following a focused inspection in June 2022, with breaches of Regulation 12 (Safe Care and Treatment) and Regulation 17 (Good Governance) identified. Key failures included untrained staff delivering specialist care, inaccurate medication and care records, ineffective quality monitoring systems, and irregular staff supervision.
Concerns (10)
criticalStaff training: “not everyone who visited this person had received the correct training. This placed the person at risk if they had a seizure.”
criticalStaff competency: “two people had received care calls by staff that had not been trained to provide the specialised care required. This meant people had been placed at risk of harm.”
criticalGovernance: “systems to monitor quality were not always effective and did not always demonstrate how action was taken to address issues raised. Systems to monitor the quality of the service did not identify our concerns.”
moderateMedication management: “Records relating to the administration of medicine were not always accurate or up to date. We found three people's medicine assessments and support they required was not always clear.”
moderateRecord keeping: “three people's care plans contained inconsistent information regarding support they required with their medicines and two peoples care plans contained incorrect information about their mobility.”
moderateSupervision / appraisal: “supervisions were not held regularly and there had not been a staff meeting held this year.”
moderateIncident learning: “We could not always see where learning was used to improve the service... more robust documentation was required.”
moderateInfection control: “the policy and information shared wasn't always up to date... a system to monitor the frequency and results of staff's bi-weekly COVID-19 tests had not been implemented.”
moderateCare planning: “risk assessments did not always contain guidance for staff to manage the risks.”
minorMissed or late visits: “Sometimes they [staff] come very early and on a few occasions in the evening it's been very late, they did call to let me know and so I cancelled the call.”
Strengths
· People felt safe and spoke positively about staff, with relatives noting staff kept people safe and looked out for their wellbeing.
· Safeguarding systems were in place and staff understood their responsibilities to report concerns.
· Sufficient staffing levels maintained, with agency staff used to cover sickness.
· Care plans were person-centred and people and relatives were involved in reviews.
· Management worked collaboratively with healthcare services and local authority commissioners.
Quality-Statement breakdown (11)
safe: Assessing risk, safety monitoring and managementRequires improvement
safe: Staffing and recruitmentGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Using medicines safelyRequires improvement
safe: Preventing and controlling infectionRequires improvement
safe: Learning lessons when things go wrongRequires improvement
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 empowering