Regulator acts against care home 'to protect users'

The Care Quality Commission (CQC) has removed the registration of a care provider in Surrey to "protect people".

The regulator has taken the action against Head Office, run by Mitchells' Care Homes Limited, which provided a supported living service in Horley, to prevent it from operating after it was rated inadequate for a second time.

An inspection last year found no "significant, widespread" improvement could be sustained.

Natasha Mitchell, who runs Head Office, said the decision to remove the company from the CQC register was based on "incorrect information".

Head Office provided care to adults with severe learning disabilities and complex autism across 21 settings.

It was inspected in May 2023 after the CQC received concerns about unsafe care, unsafe staff levels and people not being protected from abuse.

The second inspection across April and May last year was carried out during a tribunal process in which Head Office was appealing the CQC's attempts to get it removed from the register.

Inspectors said they found leaders failed to ensure staff were properly recruited or trained and were working long hours over multiple days causing fatigue and poor care.

Relatives told the CQC management could be unhelpful and defensive when they raised issues.

One family member told inspectors about their loved one being bullied in one of the houses and it was found staff had failed to look into why this was happening.

Many other issues were discovered, including leaders running an "institutionalised" service where care was provided based on what was easier for staff rather than what people preferred.

Staff failed to help service users develop or retain their ability to make choices, which could lead to a loss of independence, the CQC said.

As a result, Head Office was again rated inadequate.

The findings were then presented to a judge and the care provider was unsuccessful in its appeal to a tribunal.

It means Head Office has been deregistered from the CQC and cannot run a CQC-regulated service.

Ms Mitchell said Head Office was put into administration during the tribunal process but care receivers remain at the properties they own as a new provider was brought in.

"All the allegations made against us were subject to appeal at tribunal, however, we were unable to complete this process as we entered administration," she said.

Ms Mitchell said her priority now was to ensure the safety and wellbeing of the people in her properties.

Last year, the CQC cancelled the registration of Mitchell's Care Homes Limited after inadequate ratings at all three of its care homes.

Surrey County Council said it had ensured everyone supported by Mitchell's Care Homes and the Head Office division had been moved safely to new providers - which in most cases meant people were able to remain in their existing homes.

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