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Date of Assessment: 3 December – 30 December 2025. We undertook this inspection due to the service being unrated and showing evidence of emerging risk. Continuity Healthcare Services PVT Limited provides care at home, supporting older and younger adults, people with physical disabilities, people living with dementia and people with mental health conditions. At the time of our inspection the service was supporting 82 adults who were in receipt of the regulated activity, personal care. This inspection looked at people's personal care and support. CQC only inspects the service being received by people who are provided with the regulated activity 'personal care'; help with tasks related to personal hygiene and eating. We identified under the key questions Safe, Effective and Well Led the service was in breach of legal regulation in relation to safe care and treatment, medicines, safe and effective staffing, and good governance. Risk management, in relation to how people’s health and clinical needs were assessed, was not sufficiently robust which at times meant people were not safe from potential harm. Staff did not always meet people’s needs and preferences. They lacked the training, skills and knowledge they needed to support people effectively with specific health care tasks. Medicine management was poor and ineffective oversight meant there was a lack of timely action to ensure people had their medicines administered safely. Inconsistent call times, including late, early and missed calls, significantly impacted on people’s dignity at times. However, some people reported individual staff to be caring and where people had regular staff members, the had developed positive relationships. Leaders of the service did not have effective oversight, knowledge and understanding of people’s needs. Management of incidents was poor and did not lead to a culture of learning and improvement. This service is being placed in special measures. The purpose of special measures is to ensure that services providing inadequate care make significant improvements. Special measures provide a framework within which we use our enforcement powers in response to inadequate care and provide a timeframe within which providers must improve the quality of the care they provide.
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