A care provider has been branded a 'shambles' and told it has 'gone to the dogs' by its users, according to a recent report by a health watchdog.
Disabled people who 'could not cope on their own' struggled to get hold of the service and said "it's not fair" in the report.
One person was even left unable to get out of their own bed after the second carer failed to show up.
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And people suffering from anxiety and depression were told their medication 'was not working' by doctors because they had not been given it on time, according to the report.
A review into the service provided by Community Careline has seen its rating drop from 'Good' to 'Inadequate', with the provider now under special measures.
It will remain under review and will be re-inspected within the next six months.
An inspection was carried out by the Care Quality Commission (CQC) in September after receiving concerns in relation to the management of the service and its staffing levels.
The report noted that the changes in the service had coincided with the departure of its previous manager and several members of staff.
Users told inspectors that communication at the service was poor and the on-call system was 'not fit for purpose' and that their families often had to intervene to provide care.
People told inspectors: "Community careline has gone to the dogs," and "It's a shambles. They don't let you know. When I tell them it's like talking to a sponge."
The report highlighted the concerns of users, who said: "It's not good. They come when they want. I have had two missed visits. Sometimes they come at 10pm at night."
Another added: "It's not fair, but I'm very disabled and can't cope on my own. If you ring Care Line office or on call they never answer the phone."
The local authority had to step in and transfer some people's care to other providers in an emergency situation.
Rotas inspected were 'chaotic'- with nobody checking that home visits had been covered.
Care staff also told an inspector that they felt 'undervalued', 'stressed' and 'pressured to work long hours'.
'Exhausted' staff members also told health chiefs: "Staff end up feeling guilty. We work 12 days on, two days off and then get asked to work our weekend off"
They also 'did not feel valued' and were 'concerned for the people they supported' according to the report.
Community Careline Services is a Rochdale-based care agency that provides personal home care to 41 people across the borough.
Inspectors found there was a 'lack of oversight' and 'no monitoring of the quality of care people were receiving' in their own homes.
Medicines were also not being managed safely within the service, inspectors found.
One person suffering from anxiety and depression told inspectors their GP had told them medication 'wasn't working' because carers did not arrive and give them their medication at the correct time.
However, service users also praised carers and recognised service issues were of a managerial nature.
One told the inspector: "I'm very, very happy with carers. They make my husband giggle and he doesn't laugh much so that's lovely!"
Staff have since been given medication training and a new coordinator is overseeing medication competency checks and audits.
The provider also ensured there was a coordinator who managed rotas going forward.
The service has also recently upgraded to a new electronic care plan system.
Inspectors also heard positive feedback about the new manager and evidence that some concerns had been addressed.
Staff had "received safeguarding training and were confident in raising concerns" and "had access to adequate personal protective equipment and received regular Covid 19 testing", according to the report.
The provider also had safeguarding procedures in place to help protect people from harm.
Inspectors said it had 'learned lessons when things had gone wrong' and submitted immediate action following the inspection.
A spokesperson for Community Careline said: "It is with regret that Community Careline, our domiciliary care service, has not met the high standards we expect from all Rochcare services.
"Since the CQC inspection was completed, we have prioritised the safety and wellbeing of both our clients and our carers and have made significant changes to ensure that an improved level of service can be delivered, consistently, moving forward.
"Through a proactive recruitment campaign and a restructuring of our office team, we believe we are in a better position now to provide support, frequently monitor the quality of care delivered and make positive steps forward following the comprehensive action plan developed by our team.
"The service now has new management in place and we shall continue to work closely with local authorities and CQC to ensure the areas highlighted in the report are addressed with immediate effect so that the people in our care receive the highest standard of care possible.
"We are confident that we can restore faith in the service provided by Community Careline and return to the CQC rating we have proudly displayed historically."
It will be reviewed again within six months.
