A SERVICE providing care to vulnerable people in their own homes in Oxfordshire received a critical report from a watchdog, following concerns of “rough handling” and staff’s inadequate knowledge.

YoD Care Services, which provides domiciliary care to people in Oxfordshire, was rated as “requires improvement” by the Care Quality Commission, the independent regulator of health and social care in England, following an inspection in May.

The commission said the inspection was prompted by concerns about “rough handling, staff not staying for the full visit time, rushing people, not following the care plan, staff’s lack of knowledge and training and pressure care.”

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Inspectors found that both safety and management within the service required improvement.

The report said: “We asked people and relatives about experiences relating to rough handling. One person said ‘our relative has not expressed any concerns over rough handling and we would notice any bruising or hear any cries of pain as there is usually one of us in the house when the carers are there."

“Another person said ‘the carers were a bit rough handling me but it has got better.’

“People told us staff were not always punctual, and some people had experienced a missed visit. A minority of people also said some staff did not always stay the full length of the visit.

“People and their relatives provided mixed views of the management of the service. Some they found them approachable and supportive whilst others told us they had difficulties with communication and found the management of the service ineffective.”

A patient’s relative told one of the inspectors: "No one tells us that they are running late. I have stressed how important it is that my relative gets the carers on time."

Another person said: "My relative gets very stressed when they are late."

Another relative told the inspectors: "When we have contacted the company to complain about the late visits, they have just said that they are having driver issues but that is not really good enough. It does not reassure me that it will not happen again."

The report also said: “People were kept safe from abuse and harm, and staff knew how to report any suspicions concerning abuse.

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“There were enough staff to keep people safe and meet their needs. Robust recruitment processes aimed to ensure only suitable staff were selected to work with people.

“People were supported to have maximum choice and control of their lives and staff provided them with care in the least restrictive way possible and acted in their best interests.

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This story was written by Anna Colivicchi, she joined the team this year and covers health stories for the Oxfordshire papers. 

Get in touch with her by emailing: Anna.colivicchi@newsquest.co.uk

Follow her on Twitter @AnnaColivicchi