Special measures care agency rated inadequate again

The agency was put in special measures in April 2022

A care agency already in special measures for more than two years has been rated inadequate again by inspectors.

Copthorne Complete Home Care Limited in Shrewsbury provides care in people's homes, but shortfalls compromising people’s safety have been identified, the Care Quality Commission (CQC) reports.

The agency was put in special measures in April 2022 and the CQC said it would continue to monitor the firm and take further undisclosed regulatory action.

The agency said it disputed some of the findings and claimed it was victim of CQC stringency.

The CQC carried out its inspection in February and March after concerns emerged during a previous review.

But according to inspectors, staff had still not received appropriate support and training, safeguarding policy contained inaccurate information, and medicine was not safely stored.

The agency had also failed to display its inspection rating and failed to comply with some of the conditions on their registration.

People were not consistently protected from abuse and improper treatment and risks to people’s health and safety were not always assessed or managed, inspectors added.

Following the latest inspection, the overall rating has again been recorded as inadequate, as have the criteria of safety, effectiveness, responsiveness, and leadership.

Caring has again been rated as requiring improvement, according to the CQC.

"The service remains in special measures which means it will be kept under close review by CQC to keep people safe and it will be monitored to check sufficient improvements have been made," a CQC spokesperson said.

"CQC is also taking further regulatory action, which Copthorne Complete Homecare Limited can appeal, and CQC will report on when legally able to do so."

Andy Brand, CQC deputy director of operations in the Midlands, said it was disappointing shortfalls continued to be found.

“We have told leaders where we expect to see rapid, widespread improvements and will continue to monitor the service closely to keep people safe during this time.

"We will return to check on their progress and won’t hesitate to take further action if people aren’t receiving the care they have a right to expect.”

In response to the findings, Thamary Masango, registered manager with the agency, said: "[The CQC wants] work which is decorated on paper only, but not actually considering the theory and the practical together.

"The things which are put in our reports, some of them are just assumptions done by the inspectors and I dispute them. Our factual inaccuracies are not considered even if we evidence our facts."

She added that inspections were supposed to be "guiding and mentoring" but did not teach anything, and paying to remain CQC-registered "feels like we are paying to be tortured mentally".