24-7 Care Services (Birmingham) was rated Requires Improvement overall following a focused November 2023 inspection, having downgraded from Good due to a Regulation 17 breach where governance audits failed to identify missing 'as required' medication protocols and out-of-date care plans. Staff knowledge, consistent care delivery, and a positive person-centred culture were notable strengths, and the provider acted promptly to address concerns raised during the inspection.
Concerns (5)
criticalMedication management — “There were no protocols in place for staff to follow for people who needed support with medicines which were administered 'as and when required'.”
critical
Governance
— “Systems in place to monitor the quality of care people received had not identified areas of potential risk which were found on inspection.”
moderateRecord keeping — “Care plans and risk assessments did not provide an accurate and up to date picture of people's needs.”
moderateMedication management — “Medication audits had failed to identify the risks associated with the gaps in MAR charts [Medication Administration Records].”
moderateCare planning — “Where 1 person had a particular medical condition, there was nothing documented in their care record to explain to staff how to support them.”
Strengths
· People felt safe and were highly complimentary about the respectful, unhurried care provided by consistent staff.
· Staff were knowledgeable about people's needs and responded quickly to changes in care requirements.
· Safe recruitment processes including DBS checks were followed.
· Staff received regular training and competency assessments in medication administration.
· Effective partnership working with other health and social care agencies.
Quality-Statement breakdown (17)
safe: Assessing risk, safety monitoring and managementRequires improvement
safe: Using medicines safelyRequires improvement
safe: Staffing and recruitmentGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
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 careGood