Date of inspection: 2 September 2025 to 9 September 2025. Global Caring Coventry is a domiciliary care agency which is registered to provide personal care and support to people in their own homes including people living in supported living settings. The service is registered to provide support to children, adults under the age of 65 years, adults over 65 years, people living with dementia, people with learning disabilities, mental health conditions, physical disabilities and sensory impairments. At the time of this inspection, 3 people were receiving a personal care service. Supported living was not being provided. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. This inspection was carried out to follow up on issues identified at the last inspection. At our last inspection there were areas needing improvement. This included care planning and quality assurance within the key questions of Responsive and Well Led. At this inspection these improvements had been made. We spoke with relatives of 3 people who used the service, this was because people were not able to speak with us due to their health conditions. We also spoke with care staff, the manager, acting manager and members of the management team including the Nominated Individual. We looked at care plans, recruitment files and quality assurance records. Risks to people's health had been identified and staff understood their role in keeping people safe. Checks were in place to ensure staff followed the provider’s policies and procedures including best practices in relation to infection prevention and control. Staff received ongoing training to ensure they could meet people’s needs safely, this included medicine administration training. People’s mental capacity was assessed and detailed records were maintained. Staff described good communication and teamwork to ensure people received the support they needed, when they needed it. However, whilst there was a manager in post, they were not registered with CQC.
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Global Caring Coventry was rated Requires Improvement overall at its first inspection, with safe, effective and caring rated Good but responsive and well-led requiring improvement due to inconsistent personalisation of care plans and ineffective quality assurance oversight. Improvements had been made since the previous provider's inadequate rating, with safe recruitment, training and a trusted staff member delivering caring support, but governance, record accuracy and care planning detail needed strengthening.
Concerns (9)
moderateCare planning: “Care plans were not always personalised, and the level of information and detail documented within them varied.”
moderatePerson-centred care: “one care plan stated, 'support [Name] to toilet.' No further information was recorded to help staff provide person centred care.”
moderateRecord keeping: “Staff did not always follow care plans... the information was incorrect as support to bathe was not provided.”
moderateGovernance: “we found some quality assurance processes were not yet effective. Audits and checks were completed but had not identified shortfalls we found.”
moderateLeadership: “Oversight of the service needed to be strengthened. Systems and processes to monitor the service were not effectively embedded.”
minorCommunication with families: “some information shared with a social worker did not accurately reflect the care and support that had been provided.”
minorOther: “we found inaccurate information was available on the provider's website that was misleading for the public.”
minorComplaints handling: “the whistleblowing and complaints polices contained incorrect information which meant information about how to raise a concern about the service was inaccurate.”
minorCare planning: “a plan for another aspect of the child's care lacked detail. It stated, 'Carer to keep [Name] safe at all times.' No further information was documented”
Strengths
· Safe recruitment procedures with references and DBS checks completed
· Staff completed safeguarding training and understood how to escalate concerns
· Staff received induction, Care Certificate and ongoing training, with monthly competency observations
· Parent reported safe, reliable care from a trusted, consistent staff member
· Good infection prevention practice with PPE available and COVID-19 testing in line with guidance
Quality-Statement breakdown (19)
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongNot rated
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Staffing and recruitmentNot rated
safe: Using medicines safelyNot rated
safe: Preventing and controlling infectionNot rated
effective: Staff support: induction, training, skills and experienceNot rated
effective: Supporting people to eat and drink enough to maintain a balanced dietNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the law
Not rated
effective: Staff working with other agencies; supporting people to access healthcareNot rated
effective: Ensuring consent to care and treatment in line with law and guidanceNot rated
caring: Ensuring people are well treated and supported; respecting equality and diversityNot rated
caring: Respecting and promoting people's privacy, dignity and independenceNot rated
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
responsive: Meeting people's communication needsNot rated
responsive: End of life care and supportNot rated
well-led: Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirements; continuous learning; duty of candourNot rated
well-led: Working in partnership with othersNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringNot rated