Operational Support to Home Owners With Serious Regulatory Issues

HCMS were contacted by a care home owner unsure of how to resolve problems with the Regulator (CQC) and commissioners following a series of mishandled Safeguarding cases.

The owners saw the home as an investment and had no practical experience of care home operation. They had relied heavily upon their long-serving Registered Manager to provide the day to day management of the service. The RM left the home to seek a new challenge, and the owners appointed a new Manager.

A few short months later, after several ‘botched’ Safeguarding cases, an inspection by the CQC and several visits by the Local Authority Contracts Monitoring Team, the home was on embargo and at risk of residents being removed.

The owner contacted HCMS uncertain of how to proceed and agreed that HCMS would provide a ‘head-office’ and Regional Management function to support the new Home Manager. HCMS met with the owners on site and it was agreed that we would immediately take responsibility for managing the recovery process. Sadly, the new Home Manager was unable to rise to the challenges of getting the home back on track and left. HCMS recruited a new Manager for the owners and worked with the CQC and Local Authority to achieve full compliance and have the embargo lifted.

After approximately 4 months the home was once again operating to a high standard with high levels of occupancy and HCMS have been retained since to provide operational support.