THE director of a care agency in Grimsby says they have worked "very hard" to turn things around after being placed in special measures and banned from taking on any new placements.
North East Lincolnshire Clinical Commissioning Group (CCG) has confirmed that Abbey Homecare, based in Dudley Street, was placed in special measures in July.
According to the organisation, this follows a rise in complaints and concerns as well as allegations of whistle-blowing.
A spokesperson said: "CCG took the decision to suspend placements to Abbey Homecare in July of this year.
"The decision was taken as a result of a number of contributory factors, including an unprecedented increase in the number of complaints and concerns, as well as whistle-blowing allegations.
"The CCG immediately undertook a contractual quality inspection utilising contract staff and senior social workers. This visit uncovered further poor practice and breaches of contract which, since the suspensions, have shown huge signs of improvement."
The suspension of new placements was initially for six weeks, but is still in place.
The spokesperson added: "The suspension on new placements commenced on July 29 for an initial six-week period. This has been extended by two further weeks so that the CCG can review the improvements to services and scrutinise management arrangements.
"During this time the provider produced a robust and credible plan that identified the issues and listed comprehensive management actions against each of our concerns. This plan has been monitored on a weekly basis to ensure adherence and progress.
"People needing home care throughout this period are being referred to our other four lead providers in North East Lincolnshire."
Nisha Driver, director of Abbey Homecare, said the transition to a new rostering system, coupled with staff shortages, had led to the high number of complaints.
"Most of the problems were around the transition to the new system," she said. "The new system is a very good system but there were weaknesses in the transition. We also had about 30 staff off in August with sickness and holidays so there were severe pressures."
She said there had been complaints about carers being late to appointments and about clients not getting to see their regular carers, but insisted that the problem had now been contained.
She added that both the registered manager and care manager had been replaced.
Mrs Driver, who established the company in 1987 and has run the Grimsby branch since 2000, said she was hopeful the business would be able to take on new placements by the end of next week.
She said she was told by CCG staff who came to review the action plan that they would be recommending to the decision panel that the suspension be lifted.
"We have worked very hard and we are doing everything possible to get us back to where we were. I understand why the suspension happened. There were weaknesses and staff shortages and all of that contributed to the problem. We knew what the problem was, we put an action plan in place and we have managed to turn things around."
Anyone with concerns is asked to contact North East Lincolnshire CCG on 0300 3000 500 or e-mail nelccg.askus@nhs
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