South London residents in need of care services have been left waiting for support as a care service provider missed over 500 care calls, according to a report by the Care Quality Commission (CQC). Brisen Company Limited, based in Blackheath, Greenwich, received the worst possible rating of ‘inadequate’ from the CQC. The company offers short-term care to individuals in their own homes, with staff responsible for making care calls. The inspector’s report highlighted the absence of an effective call monitoring system, which led to staff members’ attendance and punctuality not being properly assessed. As a result, individuals’ needs were not met in a timely manner.
The report stated that an analysis of three months’ worth of care calls prior to the inspection revealed a total of 512 missed calls. Punctuality was also found to be poor, with only 60% of calls delivered within 15 minutes of the scheduled time. Additionally, 20% of calls were more than 45 minutes late. The report emphasized that these late or missed calls compromised people’s dignity and left them waiting for support.
One staff member at the care service cited difficulties in arriving on time due to consecutive bookings, while another staff member claimed they had enough travel time between calls to ensure punctuality. Despite the criticisms, the report acknowledged that the individuals receiving care and their relatives described the staff as kind and caring. The report also noted that steps had been taken since the previous inspection to record communication needs, and the service expressed its intention to improve the complaints policy before the next inspection.
This latest inspection places the care service in special measures and subjects it to ongoing review by the regulator. The company, which was initially put into special measures in October 2022 following a previous ‘Inadequate’ rating, was providing care to 30 individuals at the time of the inspection. The report did not mention any response from Brisen Company Limited.
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