Surrey home care agency placed in special measures over unsafe care

A home care agency in Surrey has been rated inadequate and placed in special measures after inspectors found people were receiving unsafe and inconsistent support.

Silverjen Limited in Leatherhead provides personal care to people with complex needs in their own homes. The Care Quality Commission inspected the agency in August after concerns were raised about staffing levels and the safety of care.

Inspectors found that standards had deteriorated and identified four regulatory breaches involving safe care and treatment, staffing, safeguarding and the management of the service. Some of the same failings had been found during an earlier inspection.

People reported receiving late or shortened visits, being rushed through personal care and waiting too long for food and drink. A lack of continuity meant people were supported by numerous different carers, sometimes without being introduced, while one person said staff had handled them roughly enough to cause pain.

The CQC also found unsafe medicines practices, including inadequate records explaining why sedatives had been administered. Some staff did not understand the medicines they were giving or maintain evidence confirming that the correct doses had been provided at the right times.

A safeguarding allegation concerning a staff member entering somebody’s home outside a scheduled visit was not investigated thoroughly, and the worker was allowed to continue providing care. Inspectors also found that legal requirements were not followed when restrictions were placed on people’s freedom.

The regulator has restricted new admissions and ordered the provider to submit monthly updates. Silverjen’s ratings have been temporarily suspended while further checks are completed, and the CQC has begun additional regulatory action, which the provider can appeal.

Safe and well-led were both rated inadequate. The previous requires improvement ratings for caring, effective and responsive remain because those areas were not assessed during this inspection.

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