Date of Assessment: 16 December 2025 to 14 January 2026. FiNN Homecare Ltd - Head Office is a domiciliary care agency which provides personal care to people in their own Homes. At the time of our inspection, 30 people were receiving support with a regulated activity. The provider failed to ensure people were supported by suitably qualified and competent staff. Staff had not received the necessary training to safely support people with their specific needs. Management lacked understanding of their role and the principles of providing high-quality care. Records regarding people’s health needs were not kept up to date and contained limited information. People’s risks and support needs had not been identified and were not well managed. Risks in relation to specific health needs such as skin integrity, seizures, diabetes, nutrition and mobility, were not assessed to guide staff on how to safely support people. Medicines were not managed safely. Competency checks were not carried out, and staff did not have adequate medication training in place. Medication errors and discrepancies had not been identified as audits and checks were not in place. The provider failed to identify shortfalls in people’s care and experiences, as there was inadequate oversight of the service to identify and make improvements. We found significant shortfalls across the service and identified breaches of 6 regulations in relation to providing people with person centered care, safe care and treatment, need for consent, staffing, fit and proper people, and good governance. 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 user our enforcement powers in response to inadequate care and provide a timeframe within which providers must improve the quality of the care they provide. In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website after any representations and/or appeals have been concluded.
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FiNN Homecare Ltd achieved an overall Good rating on its first CQC inspection, demonstrating strong person-centred care, effective infection control, and a positive, open culture valued by both people and staff. The sole area requiring improvement was well-led, where quality assurance audits lacked formal documentation and governance processes needed strengthening to remain effective as the service grows.
Concerns (3)
moderateGovernance: “The registered manager told us the management team audited the care and medicines notes but there were no evidence of the audits taking place.”
minorRecord keeping: “Two people had been prescribed 'as required' medicines (PRN) and we found there was no written information on how often the person might needed it.”
minorGovernance: “The provider did not always follow their own policy around recruitment as we found one staff file contained no evidence of the applicant's employment history.”
Strengths
· People received safe care from consistent staff who knew people's needs well, with relatives noting staff always picked up on signs if a person was unwell.
· Staff were well supported with PPE readily available and management responsive to supply needs.
· People and relatives were highly complimentary about the caring culture, with comments such as 'I am very, very happy with the care company they're wonderful'.
· The service demonstrated flexibility in meeting people's changing needs and welcomed complaints as opportunities for improvement.
· Strong person-centred ethos embedded from induction, with staff promoting independence and respecting dignity at all times.
Quality-Statement breakdown (21)
safe: Using medicines safelyGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Staffing and recruitmentGood
safe: Assessing risk, safety monitoring and managementGood
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 and access healthcare servicesGood
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 careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and controlGood
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: Engaging and involving people using the service, the public and staffGood