Disability support service rated 'inadequate'

A health care service that provides support for those living with disabilities has been rated as inadequate by a health watchdog

A care service that supports people with learning disabilities has been rated as 'inadequate' by a health watchdog.

The East Anglia Domiciliary Care Branch is run by the charity Ambient Support Limited in Suffolk and Norfolk.

The Care Quality Commission (CQC), which inspects care providers, dropped its rating from 'good' to 'inadequate' following an inspection this year.

It came after the charity reported itself to the watchdog, and said it had already implemented an "urgent action plan" to address the issues.

The East Anglia Domiciliary Care Branch helps care and support people living with a learning disability in their own homes.

During the inspection, there were 48 people using the service.

CQC spoke with users and their relatives who "gave mixed accounts about the care provided".

"Some spoke positively about some of the long-established staff and how well they knew people," the report detailed.

"However, this level of care was not always provided by all staff or by agency staff who were being used regularly."

It was also noted that some service users believed there was a "lack of provision of activities, especially outside of the homes", and some had not wanted to leave their homes since the pandemic.

Inspectors said that "people were not supported to live independent lives" and "risks were not well managed".

'Risk of abuse'

Ambient Support Limited did not have "appropriate systems in place to ensure people were protected from the risk of abuse", the CQC said.

Issues with staff numbers and training were noted, and there was a "lack of management and provider oversight to review shortfalls of care to make improvements".

"There were seven breaches identified in safe care and treatment, person-centred care, dignity and respect, safeguarding service users from abuse and improper treatment, the need for consent, staffing and good governance," the report added.

'Very sorry'

Mark Milton, chief executive officer of Ambient Support, said the service had reported itself to the CQC and Norfolk County Council's safeguarding team concerning issues it had identified in January 2024.

"CQC inspectors subsequently visited these local services and confirmed serious failings in the care and support provided," he continued.

"Immediately following our self-reporting, Ambient’s quality team began work with our operational services to restructure local management and to implement an urgent action plan that addresses all the issues raised.

"This is being done in close partnership with the local authority, the CQC and other stakeholders to keep them fully appraised of the actions being taken.

"We are very sorry and fully acknowledge that, in this instance, Ambient has not lived up to our charity's values and our commitment to provide a high-quality service.

"The safety and wellbeing of the people we support continue to be our number one priority and we are doing all that is needed, and more, to rectify the issues highlighted in the CQC’s report."