Fosse Healthcare - Lincoln

Updated 19 April 2024

Date of assessment: 11 November to 10 December 2024. We visited the location office on 11 November 2024. The service is a domiciliary care agency supporting people in their own homes with personal care and other related care and social needs. This was the first assessment for this service. This assessment took place following concerns CQC received about poor practice, inconsistent care visit times, medicines management and quality of care. This assessment was planned to look at quality statements related to the concerns received. Following the site visit, it was agreed with the provider to open this assessment up to include all quality statements relevant to the service type to ensure a rating was possible. We found the provider was aware of and working to improve any areas of concern we noted during this assessment. New systems, processes and staff training had already taken place with a view to learn from previous concerns and improve the quality of care. While we found there were still some concerns in relation to consistency of care visit times, the provider had also worked hard, using a multi-disciplinary approach to work with other professionals to achieve positive outcomes for people with very complex needs.

Updated 19 April 2024

While our findings’ showed people were safe and involved in the planning and reviews of their care, people generally felt unsafe or unhappy with their care mostly due to inconsistency of care visit times, what they felt was poor communication from management and office staff and the feelings of frustration and mistrust this led to. People told us they felt staff were polite and respectful but thought some staff lacked training or understanding of people’s individual needs and told us their requests to management and office based staff for improvement, were often ignored. People appreciated the good standard of care provided by most staff attending their homes, describing staff as kind and gentle. However, feedback about the quality of care was mixed and other people felt some staff rushed them or did not understand them due to language barriers.