J.C. Michael Groups Ltd Hackney is rated Requires Improvement overall, with persistent issues around staff lateness, short visits, and inconsistent communication with people and families undermining safety and governance. Strengths were found in medicines management, safeguarding, infection control, staff training, and person-centred care planning, with no regulatory breaches identified at this inspection.
Concerns (6)
moderate
Missed or late visits
: “47% of calls were later than 15 minutes and 28% of calls were later than 45 minutes...visits were shorter than the agreed time, on a significant number of calls.”
moderateCommunication with families: “The main issue is communication. If they can't make it, they don't always tell me.”
moderateCare planning: “There's not a care plan in the house. Any new carer doesn't have a clue. I have to tell them what to do.”
minorGovernance: “It was not clear what improvements had been made following the yearly audit.”
minorPerson-centred care: “Since the start, the care company hasn't been great. No one has ever asked me for any feedback.”
minorRecord keeping: “Data also confirmed that staff were not always logging in electronically...a manual system was used instead.”
Strengths
· Medicines were managed safely with monthly audit checks and regular staff competency assessments.
· Effective safeguarding processes in place; staff trained to recognise and report abuse.
· Strong infection control practices with consistent use of PPE by staff.
· Staff received relevant training including specialist subjects such as PEG tube feeding and MCA.
· Regular supervision, team meetings, and staff felt supported by management.
Quality-Statement breakdown (23)
safe: Staffing and recruitmentRequires improvement
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementRequires improvement
safe: Using medicine safelyGood
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: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
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 careRequires improvement
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: Continuous learning and improving careRequires improvement
well-led: Engaging and involving people using the service, the public and staffRequires improvement