Home help firm must ‘urgently’ fix issues after new inspection

A BIRMINGHAM home help company which left vulnerable residents waiting in vain for meals, drinks and medication has been hit with the lowest inspection rating twice in six months.

The Care Quality Commission (CQC) said ‘inadequate’ rated Sentricare Birmingham must now ‘urgently’ address serious issues uncovered during the inspection or risk losing its right to operate.

On one occasion, a resident went 16 hours unable to access drinks or food.

The company supports upwards of 90 vulnerable people, including children and adults with learning disabilities, autism, adults with dementia and people suffering emotional distress.

A catalogue of failings were uncovered during the snapshot visit, carried out with two days advance warning. The ‘majority’ of visits were frequently not on time and many were half the required time.

“Some staff were recording they were in attendance of two calls at the same time, meaning these records were incorrect,” inspector said.

Staff told them that people who required two staff to support them often only had a visit from one – exposing people at risk of harm. Workers also claimed they could not raise concerns for fear of losing their jobs.

Some findings mirrored those of an inspection six months previously, when the organisation was placed in special measures, with few signs of improvement since.

Lorraine Tedeschini, CQC’s director of operations in the Midlands, said it would now “continue to monitor the service closely to ensure the necessary improvements are made urgently to keep people safe and free from harm. If we are not assured people are receiving safe care, we will not hesitate to take further action.”

The company is listed as a home support provider by Birmingham City Council, but its entry currently states its contract is suspended.

The company said in a statement: “Our service is working with the CQC to address whatever shortcomings were identified. We are also working with our service users, carers and their families.

“Our most recent survey with them shows that they are happy with the service they are getting from us.

“We do not have a place for poor treatment of staff, as they are the drivers of this organisation.

“We have a grievance policy in place which any member is free to utilise if need be.”

It added it had recently made staffing changes and was now regularly meeting staff and residents, with positive feedback.