Black Country care agency 'failed to protect people from abuse'

Civicare Midlands Ltd, which is based on High Road in Willenhall, was found by the Care Quality Commission (CQC) to be 'badly led and unresponsive to people's needs'.

The agency was placed in special measures following a CQC visit in August – with bosses told to make the necessary improvements in six months or face further action.

• Click here to read the full CQC report

Inspectors returned in November, and a subsequent report said that while improvements had been made 'they had failed to make sufficient improvements overall to improve the service and remained in breach of multiple regulations'.

The report said that a person under Civicare's care had told a member of staff that they may be experiencing abuse, however, this information was not taken to police, or a senior member of the company.

After speaking with the company and the supervisor responsible, inspectors said they found that neither understood the correct procedures for reporting abuse and protecting people from harm, the report continued.

Inspectors said that Civicare had improved in terms of effectiveness, care and responsiveness, but the firm would be kept in special measures and continue to be monitored over the next six months.

The report ssaid: "At the inspection completed in November 2016 we found the provider had made improvements and was now meeting the regulations around providing safe and person-centred care.

"They had, however, failed to make sufficient improvements overall to improve the service and remained in breach of multiple regulations.

"People were not protected from potential abuse as the provider did not ensure both they, the staff and management team were managing safeguarding concerns correctly.

"People were also not protected from harm due to unsafe recruitment practices.

"People were cared for by a staff team who felt supported by the management team, however people were not protected by a quality assurance system that identified the areas of improvement needed within the service.

"We found significant failings in the provider's ability to understand and recognise when care provided did not meet the required standards.

"The service will continue to be kept under review and if needed could be escalated to urgent enforcement action."

Civicare Midlands Limited was established in 1998 and was providing support to 42 people living in their own homes at the time of the latest inspection.

Director Nash Khosla said: "We are disappointed with what's happened and we are taking things up with the CQC.

"We are not happy with the report. We feel there are a lot of discrepancies with it between how the service is and what has been reflected in the report."