A care agency in Hornchurch has been rated 'requires improvement' by the health regulator which identified breaches in governance.

Allcare Agency in Upper Rainham Road received the Care Quality Commission's (CQC) second-lowest rating in a report published on March 16.

It was found to require improvement in all but one category, caring, in which it was deemed 'good'.

CQC inspected the agency on December 15 last year. It caters for 15 adults over the age of 65, including people with dementia, as well as learning and physical disabilities.

"The effectiveness of people's care, treatment and support did not always achieve good outcomes or was inconsistent," the CQC report said.

"Service management and leadership was inconsistent.

"Leaders and the culture they created did not always support the delivery of high-quality, person-centred care."

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Some improvements were noted, however, and the CQC found that people were safeguarded from abuse and avoidable harm.

"Staff we spoke with knew people's needs and could describe the actions they would take to keep people safe," the report said.

People were also found to be supported to eat and drink enough to maintain a balanced diet.

After Allcare's previous inspection on December 4 in 2019 and a subsequent report published on January 25 in 2020, the service was found to be in breach of the Health and Social Care Act 2008.

In its 2024 report, CQC said training systems were found to not be robust enough to allow the provider to assess, monitor and improve the quality and safety of services provided.

"We found that records were not always accurate, complete and detailed in respect of each person using the service," the report stated.

These problems resulted in Allcare still being found in breach of regulation 17 of the above act.

Though the service was branded 'requires improvement' overall, positive feedback was received on staff punctuality and communication when delays occurred.

A relative told the CQC: "They [staff] are generally on time, they are dealing with people so sometimes it is later or earlier but we always get a text informing us."

Allcare Agency Limited did not respond to a request for comment.