Trust Community Care Limited
Recorded Key Question grade range: 1–3 — Unsatisfactory View on Care Inspectorate
Key Question scores
Requirements & recommendations
1. By 23 February 2026, the service must protect people's health, welfare, and safety by delivering care that is consistently reliable, high quality, and dependable. To do this, the provider must, at a minimum: a) Establish and maintain an auditing process to monitor the frequency and underlying causes of late or missed visits. b) Identify and analyse where staff cannot cover their allocated visits, record the reasons and actions taken, and where missed support hours occur repeatedly, escalate the matter to the relevant agencies. c) Use audit outcomes to inform workforce planning, staff deployment, and support measures to prevent recurrence of late or missed visits. This is to comply with Regulation 4(1)(a) (Welfare of users) of The Social Care and Social Work Improvement Scotland (Requirem2. By 23 February 2026, the service must protect people's health, welfare, and safety by ensuring that care is delivered by competent and qualified staff. In doing so, they must: a) Ensure that all employees providing care and support are properly registered with the Scottish Social Services Council (SSSC) and have completed all necessary training before delivering any care. b) Put in place a governance process where a competent and trained senior member of staff verifies registration and training records before the employee begins providing care. c) Keep clear records of these checks, including who carried them out and when, and ensure regular audits to confirm compliance. d) Assign responsibility for oversight to a named person or role to maintain accountability and ensure standards are consistently met. This is to comply with Regulation 4(1)(a) (Welfare of users) of The Social Care and Social Work Improvement Scotland (Requirements1. By 23 February 2026, the service must protect people's health, welfare, and safety and ensure that only staff who have successfully completed all required recruitment checks are allowed to provide care. In doing so, they must: a) Ensure that all recruitment processes are safe, thorough, and fully compliant with best practice. This includes maintaining complete and accurate records for right-to-work checks, SSSC registration, interview documentation, and references. Where deviations from standard procedures occur, clear risk assessments must be documented. b) Ensure that PVG applications are clearly evidenced in staff files. c) Ensure induction processes are consistently completed, including competency checks and feedback. This is in order to comply with Section 7(1)(a) & (b) and (2) of the Health and Care (Staffing) (Scotland) Act 2019. This is to ensure that care and support is consistent with the Health and Social Care Standard2. By 23 February 2026, the service must ensure people consistently receive care and support in line with their assessed needs and as specified in their contract with the local authority. In doing so, they must: a) Assess and review each individual's care needs regularly to ensure staffing levels remain appropriate. b) Plan rotas and allocate staff to ensure sufficient numbers of suitably qualified and competent staff are available at all times to deliver planned care safely and effectively. c) Monitor and record actual staffing levels and compare them against planned levels to identify and address any shortfalls. d) Take prompt action to address gaps in staffing, including the use of contingency plans to maintain continuity of care. e) Regularly review and update staffing arrangements in response to changes in service users' needs or contractual requirements. This is in order to comply with Section 7(1)(a) & (b) and3. By 23 February 2026, the service must ensure staff wellbeing is prioritised to help support safe and high quality care for service users. In doing so, they must: a) Ensure staff have access to regular breaks. b) Provide effective support systems, including supervision and opportunities for staff to raise concerns safely. c) Promote a culture of openness and accountability, including clear whistleblowing procedures. d) Monitor staff workload and morale, taking prompt action to address fatigue, stress, or low confidence. e) Regularly review and improve staff support measures based on feedback and best practice. This is in order to comply with Section 7(1)(a) & (b) and (2) of the Health and Care (Staffing) (Scotland) Act 2019. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: 'I have confidence in people because they are traine1. By 23 February 2026, the provider must ensure people consistently receive safe, person-centred care that respects choice and dignity and promotes wellbeing. In doing so, they must: a) Ensure each personal plan contains clear, up-to-date information about decision-making ability, including capacity status and Power of Attorney arrangements, with details on scope, limitations, and contact information. b) Promptly review and update these records in response to any changes in capacity or legal arrangements. c) Maintain up-to-date and accurate risk assessment information for each person, with regular reviews, clear records of completion dates, and documentation of any revisions. This is to comply with Regulation 4(1)(a) (Welfare of users) of The Social Care and Social Work Improvement Scotland (Requiremen
1. The service should improve the safety, reliability, and accountability of medication administration to help keep people safe. In doing so, records of stock counts should be accurately maintained and discrepancies promptly identified and addressed. Recording of controlled drugs should clearly show any additional stock and medication totals. Staff should maintain clear, accurate, and auditable records when administering medications. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: 'If I need help with medication, I am able to have as much control as possible' (HSCS 2.23); and 'I experience high quality care and support based on relevant evidence, guidance, and best practice' (HSCS 4.11).
1. In order to ensure people are protected from harm, the service should strengthen their adult support and protection (ASP) processes by ensuring that all related concerns are reported to the Care Inspectorate promptly and in full. In addition, the service must maintain a clear and complete chronology of all ASP activity. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: 'I am protected from harm, neglect, abuse, bullying, and exploitation by people who have a clear understanding of their responsibilities' (HSCS 3.20); and 'I experience high quality care and support based on relevant evidence, guidance, and best practice' (HSCS 4.11).
1. The service should provide clear information to individuals regarding the staff assigned to support them and the timing of that support. To achieve this, the service should: a) Allocate staff in a way that maximises continuity and consistency, so service users are supported by familiar staff wherever possible. b) Provide clear and timely information to service users about which staff will be attending and the timing of their visits. c) Monitor and review feedback from service users regarding staff consistency and communication and take prompt action to address any concerns. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: 'I know who provides my care and support on a day-to-day basis and what they are expected to do' (HSCS 3.11).