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Farnborough care agency rated inadequate.

A domiciliary care agency described as "atrocious" by one care user's relative has been rated inadequate by health and care regulator inspectors.

The agency, 42 Alexandra Road, Farnborough, Hampshire provides care calls or 24-hour live-in care for people across Hampshire and Hounslow.

Clients reported shortened or missed calls and the agency was placed in special measures for six months.

Two staff members told inspectors from health and care regulator, the Care Quality Commission (CQC), they had not completed lateral flow tests (LFT) to ensure they were not suffering from Covid-19 during visits.

The company's manager said this was because staff "did not understand what a lateral flow test (LFT) is.”

Further inspection showed all staff had completed LFTs weekly but there were no dates or test numbers to verify that they were currently told to complete them twice a week.

One care user’s relative told the CQC that staff had missed 28 visits in 45 days. Another person said they sometimes had visits of only 10 minutes when carers should have been there for 45 minutes.

Three relatives reported staff for not supporting their loved ones in aspects of their care, including two who said care users had been "force fed.”

The CQC said it had reported the claims to relevant safeguarding authorities.

One relative told inspectors that the company was "absolutely atrocious" while others were left feeling "unheard" and said they were looking for alternative care.

Care staff were found to be "generally nice" but lacking in the "required skills and time to provide people with effective and compassionate care.”