Date of Assessment: 1 May 2025. Focus Care Link Ltd – Waltham Forest Branch is a homecare agency. It provides personal care to people living in their own houses and flats in the community. At the time of our inspection there were 60 people using the service. At this assessment the rating has remained requires improvement. We found breaches of 2 regulations in relation to safe care and treatment and good governance. Medicines were not managed safely. Staff did not always assess risks to people's health and safety or mitigate them where identified. Governance systems and audits were not effective in identifying or addressing areas for improvement. However, staff felt supported in their role. There were enough staff to ensure people’s safety and meet their needs. People were supported to have choice and control and could give feedback on their care. In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website.
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Focus Care Link Ltd – Waltham Forest Branch requires improvement overall, with ongoing concerns around staff lateness and missed visits, gaps in medicines administration records, and some staff lacking clarity on safeguarding procedures. The service performs well in effective, caring and responsive domains, with personalised care plans, a positive staff culture and improved quality assurance systems since the previous inspection.
Concerns (5)
moderateMissed or late visits: “One person stated that on several occasions their care worker had not attended the call and no phone call from the office to explain why or apologise.”
moderateMedication management: “Some medicine records reviewed showed there were gaps in recording staff signatures and no explanation given.”
moderateMedication management: “people's care plans did not include a list of medicines and their side effects. Staff therefore had limited information to guide them in the event of an emergency.”
moderateSafeguarding: “Some staff we spoke with were not clear on safeguarding protocols or procedures.”
moderateGovernance: “The provider had recorded late or missed calls through their call monitoring system however these issues persist and have not been fully addressed.”
Strengths
· Risk management plans had been reviewed and contained detailed information to guide staff on keeping people safe from harm.
· Staff were recruited safely including DBS checks, two references, proof of address, full employment history and right to work documents.
· People told us staff were kind, caring and friendly, and treated them with dignity and respect.
· Care plans were personalised, recording likes, dislikes, hobbies and interests, with a 'What is important to me' section.
· The provider had improved quality assurance systems including telephone monitoring, medicine audits, checks of daily notes and monthly spot checks.
Quality-Statement breakdown (25)
safe: StaffingRequires improvement
safe: Using medicine safelyRequires improvement
safe: Systems and processes to safeguard people from the risk of abuseRequires improvement
safe: Assessing risk, safety monitoring and managementGood
safe: RecruitmentGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
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
caring: Ensuring people are well treated and supported, respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
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