The report revealed that Acorn Care Solutions, based in Gosport, was in breach of one legal regulation related to good governance.
The company provides care to individuals living in their own homes, and at the time the assessment started, they were providing personal care services to 73 people.
In the report, inspectors said: “The provider lacked effective governance in relation to monitoring and improving quality and safety.
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This assessment was prompted by a review of the information the CQC held about the service. (Image: Google Street View)
“This had resulted in shortfalls in the registered manager’s oversight of the service and issues related to care visit monitoring, medicines administration, incident and safeguarding reporting, care planning and auditing key areas of the service.
“This led to instances where people did not receive the care they needed, when they needed it.”
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The CQC spoke to 30 people and relatives via telephone to gain their feedback about the care they received.
Many service users highlighted the need for Acorn Care Solutions to improve communication about changes to their care or staff assignments.
Temporary staff often did not perform to the same standard as regular carers, impacting the quality of care received.
Comments included: “They (replacement staff) don’t do anything. They sit on their phones.”
Another service user said: “Sometimes feel it’s a bit rushed (with replacement staff), certain carers will go the extra mile, but some carers won’t even dry between my toes.”
However, people said that regular staff were well trained and had a good understanding of their needs.
One comment remarked: “They (staff) are very kind and thoughtful.”
In response, Acorn Care said: “Following reflection on the incident, it is acknowledged that our actions did not meet the required standards of practice and constituted poor practice, representing a deviation from expected professional conduct.
“We sincerely apologise for this and confirm that I have reflected on the matter and learned from the experience.
“Acorn Care is committed to applying this learning to our practice moving forward to ensure that the required standards are consistently met.”
The company stated that the senior member of staff who was involved in incidents of poor judgement mentioned in the report has now left the company.
Acorn Care also said they have engaged the support of an independent consultant to help develop the service.