|Mr Max Procaccini
23 July 2014
Care Quality Commission
Your email correspondence
Dear Mr Procaccini
Thank you for your email dated 18 June 2014 where you raised concerns about Ealing Social Services and also about the standard of service that has been provided by the five domiciliary care agencies commissioned to provide a service to your mother, Mrs Maggini.
As you know we regulate individual health and social care providers and do not regulate the social services departments of local authorities. We note that you had complained to the Local Government Ombudsman about this matter in your attempt to address your dissatisfaction with the services provided by Ealing Social Services.
I note your point about the domiciliary care agencies which have equally provided staff who were “extremely poorly trained, not supervised and many don’t even understand English.”
In reply to this point I can say that the CQC has been aware for some time that a lot of providers, including domiciliary care agencies do what they can to comply with legislation with no real incentive to improve and provide an excellent service. This was because they were assessed as either compliant or non-compliant with standards and regulations. From 1 October 2014 we will introduce a performance rating and we will actively report on the quality of services. It will no longer be just a matter of compliance or non-compliance with standards and regulations but a matter of how good providers are at providing a service in relation to five key questions: how safe, effective, caring, responsive and well-led the service is?
This will also be an opportunity for providers to demonstrate how good their service is and to differentiate themselves from other providers. It will also provide an incentive for the average performers to improve the service they provide and for those who are good providers to innovate and further improve their service to be recognised as leaders within their field. As a result people using services and their relatives will have more information to choose services according to how good they are and be more aware of expectations from providers.
Other initiatives to improve the quality of adults social care people using services receive and to be introduced by the CQC include ‘The Mum’s Test’ and the recently announced special measures where services could be placed in, if they fail to make the required improvements.
I note that we last emailed you on the 10 July 2014 advising you that your concerns would be passed to the compliance team and asking for specific information about the service providers who were involved in the care of Mrs Maggini. We would still be happy to hear from you about any individual service provider so we can plan any regulatory action, if this is required or use the information to plan our inspections.
Whilst this letter will not resolve your current position, we hope that you will be reassured that we have noted your concerns. We would also like to wish Mrs Maggini and you the very best for the future.
If you have any questions you can contact our National Contact Centre using the details below:
Telephone: 03000 616161
Write to: CQC HSCA Registration
Newcastle upon Tyne
Inspection Manager (Interim)