Managers at a home care service which supports people in their own homes have been heavily criticised by the Care Quality Commission (CQC) after they told inspectors none of their clients had dementia – but two of those being cared for did need that type of support.

Elite Homecare, based in Hazel Grove, Stockport, was handed the lowest possible rating of 'inadequate' following a recent inspection. The healthcare watchdog raised two safeguarding alerts over significant failings in the care being provided.

The inspection found 'significant concerns' regarding the competency, skill and experience of staff. Appropriate training on moving and handling, skin pressure care, infection control, and learning disability and autism had not been completed. One employee told inspectors they did not know how to provide catheter care and had to 'figure it out on their own' after raising the issue with managers.

Staff said they 'did not feel supported' and 'did not receive enough training to carry out their role effectively'. When joining the service, employees were expected to complete shadowing and training in their own time without pay.

Management and staff did not demonstrate an understanding of consent when it came to people with dementia. The management team initially said no one receiving care had a dementia diagnosis, but staff revealed they were supporting two people with dementia. Paperwork had in some cases been signed by family members when it was unclear if they had the authority to do so.

Care plans and risk assessments were only partially completed in some cases, with potential risks mostly marked as 'non identified'. One risk assessment had not been reviewed since 2022. Inspectors also found two people were being supported to use shower chairs without safety belts and without any risk assessment in place.

The CQC raised a safeguarding alert due to these risks. Another alert was raised over medicine management, with inspectors finding evidence of medication errors including large gaps which suggested people had not received their medicines as prescribed.

Recruitment issues were also identified. These included a lack of suitable references and employment histories. One staff member did not have a suitable police check in place, while another had been working for the service for a year but was not on the staff list provided to inspectors. The CQC said: "Despite several requests for this information, it was never provided to us. This meant we could not be assured only suitable staff had been employed to care for people in their own home, some of whom may be vulnerable."

Managers said taking on care for people coming out of hospital was 'problematic' as information was not supplied to them in a timely way. The CQC delivered a damning verdict on the management, stating they were not assured the management team had the experience, capacity, capability and integrity to ensure an organisation is well-led.

Despite the serious concerns, clients spoke positively about the staff caring for them. One said: "They are good company, the two that come here, and we usually have a laugh." Another added: "Staff name is lovely and she treats me very well and is so polite."

For residents in Oldham and across the region, this report serves as a reminder of the importance of rigorous oversight of home care services. The CQC has highlighted that such failings can occur when management lacks the necessary skills and integrity, putting vulnerable people at risk. Oldham residents arranging care for loved ones are advised to check CQC reports and ratings to ensure standards are met.