A care agency in Kingston has been given the worst possible rating and put under special measures after people complained of carers frequently turning up hours late.

Day and Nite Services in New Malden was rated "inadequate" by the Care Quality Commission (CQC) following unannounced inspections in March. This meant people using the agency's services weren't safe and were "at risk of avoidable harm".

The care watchdog was left concerned about visit times, "significant" staffing issues and "poor communication" from the office when workers were running late.

Most negative feedback focussed on visit times. One person told inspectors: "They say it [the visit] will be at 11am and it might not be until 2 or 3pm." Another said: "They are supposed to come at 7:30, but often they don't, it could be 8:30 or even 9:30 or there have been a couple of occasions when they have not come at all." Another patient said: "Carers on public transport come at different times. Don't know what time they're coming. I spend my life waiting in."

The report said: "Call monitoring times were not routinely checked to see if care workers were attending on time or if there were any late or missed visits."

Staff also raised concerns about "delays" with their pay. The report says: "A number of them said there were often delays with their pay, with their wages sometimes not paid on time or not accurate according to the hours they had worked. They said these would usually be resolved when they contacted the office but found this frustrating."

The report highlights "conflicting information" in people's risk assessments and care plans. One patient's plan said they needed support with their catheter but their risk assessment, which had not been reviewed since 2018, said "no catheter in use". 

But most patients and their relatives said the care workers were kind and caring towards them. One patient said: "… we are like friends and feel comfortable with them." Another said: "They respect my dignity and reassure me. Excellent." They also told inspectors they felt "safe" with the care workers.

The report says: "People told us that the care workers who supported them respected their privacy and dignity and gave us examples of how they promoted and encouraged them to maintain their independence. They said their dietary and nutritional needs were being met."

Despite this, feedback about management and communication was "mixed". One person said: "I think the whole place is a shambles, it is not well managed." A patient added: "I have not made a formal complaint, as if I do they will just tell me to go elsewhere for care."

Day and Nite was providing personal care to 51 older people in their homes in Kingston, Sutton and Surrey at the time of the inspection. The service was rated "requires improvement" at the CQC's last inspection in February 2021. The fall to "inadequate" means Day and Nite Services is now under special measures. It will be kept under review and reinspected in six months.

Day and Nite Services has been contacted for comment.