Inspectors have blasted care workers after they were caught using their clients’ money to buy refreshments for themselves, as well as refusing to let them leave their own homes. 

The Care Quality Commission (CQC) has placed East Anglia Domiciliary Care Branch into special measures. 

Based in Norfolk and Suffolk, the branch helps people with learning disabilities live in their own homes. 

Run by the charity Ambient Support Limited, the service was inspected by the care watchdog between March and May.

It was after the organisation referred itself, and inspectors found a host of shortcomings in the service its vulnerable clients were receiving. 

Among these were instances of staff members spending the money of clients inappropriately, such as on refreshments for themselves. 

(Image: Google)

Stuart Dunn, director of operations for CQC in the east, said: "We were deeply concerned to find a culture in which people weren't cared for as individuals and their human rights weren't always respected. 

"This was partly because of a serious shortage of staff with the right training to meet people's needs, which also meant care wasn't always safe." 

The service was being used by 48 people at the time of the inspection, some of whom had disabilities such as autism. 

But Mr Dunn said many of the staff lacked training in how to care for people with autism and learning disabilities. 

He added: "We found staff stopping people from leaving their homes, locking their doors and performing intimate personal care on people who could not consent. 

"People didn't always have control over what happened in their own home. Two people shared a bedroom in another person's home due to flooding since January. 

"Intended as a temporary solution, it extended for several months, negatively impacting all three people." 

Safeguarding referrals

The inspection has resulted in the CQC making safeguarding alerts to local authorities.

The watchdog also issued a warning notice to Ambient Care Limited.

Other concerns included:

  • Not monitoring the weight or altering the diet of somebody who had suffered unexpected weight loss
  • Not having sufficient staff to carry out activities outside of the home, leading to clients becoming anxious about leaving their properties
  • Care records and risk assessment being poor quality

Owner's apology

Mark Milton, chief executive of Ambient Support Limited, apologised for the shortcomings in care and insisted urgent action was being taken to address the concerns.

He said the organisation had reported itself to the CQC and Norfolk County Council's safeguarding team after identifying the failings itself.

He told the BCC: "Immediately following our self-reporting, Ambient's quality team began work with our operational services to restructure local management and to implement an urgent action plan that addresses all the issues raised.

"We are very sorry and fully acknowledge that, in this instance, Ambient has not lived up to our charity's values and our commitment to provide a high-quality service.

"The safety and wellbeing of the people we support continues to be our number one priority and we are doing all that is needed, and more, to rectify the issues highlighted in the CQC report."