Withdrawal of Service Policy

Morning Stars Care Ltd is committed to delivering consistent, person-centred care. However, there may be rare occasions where it becomes necessary to withdraw or suspend services due to safety risks, contractual breaches, or other exceptional circumstances.

In all cases, the organisation will act reasonably, provide appropriate notice where possible, and support individuals in accessing alternative care arrangements if required. We will only withdraw services when all other options for resolution or adjustment have been explored.

Morning Stars Care Ltd is committed to delivering care that is collaborative, safe, and person-centred. However, there are circumstances where continuing care services may no longer be viable or safe. Services may be withdrawn or suspended if there is a serious risk to staff, such as aggression, threats, or harassment from the individual or others in the home. Likewise, if the home environment is deemed unsafe due to hazards like poor hygiene, infestations, structural damage, or violence, care may be paused until improvements are made. Persistent non-cooperation with agreed care tasks, repeated refusal to allow staff access to the home, or ongoing non-payment of care fees can also result in service suspension. In each case, Morning Stars Care Ltd will aim to resolve issues through communication and support before withdrawing care.

Other reasons for service withdrawal include significant changes in an individual's needs that exceed the organisation’s capacity, such as requiring round-the-clock or specialist medical care. Additionally, services may be suspended if there are active safeguarding concerns or investigations, especially if the care delivery compromises safety. Fraudulent or intentionally misleading information given during the referral or assessment process can also lead to termination of care services, particularly if it impedes safe and legal care provision. In all scenarios, the safety and wellbeing of both individuals and staff remain the highest priority, and any decision to suspend or end care is taken with due diligence and responsibility.

Morning Stars Care Ltd follows a structured process before deciding to suspend or withdraw care services. Initially, any concerns that could affect continued care are escalated to the Registered Manager, who conducts a detailed risk assessment and case review. This process involves reviewing the individual’s care needs, the specific concerns, and previous incidents to assess if the issue can be resolved without interrupting services. Whenever possible, a meeting is arranged with the individual and/or their representative to discuss the situation transparently, explore adjustments or interventions, and involve relevant external professionals to find a collaborative solution. Every step, including conversations and agreed actions, is documented, and individuals may receive written warnings or agreements as part of a structured resolution process.

If the issue cannot be resolved or continues to present a risk, the organisation may proceed with a formal withdrawal of services. In such cases, a minimum of 14 calendar days’ written notice will be provided, unless urgent action is required. This notice will clearly state the reason for service termination, the final date of service, and any remaining visits. It will also offer contact information for further support and explain the right to raise a complaint. A copy of this notice is filed, and any relevant local authority or funding body is informed. For vulnerable individuals, Morning Stars Care Ltd will make reasonable efforts to help locate alternative care options during the transition.

In emergencies where there is an immediate threat to staff, others in the home, or the public, care services may be withdrawn without prior notice. Examples include serious assault, threats involving weapons, criminal activity, or severe environmental risks. In such situations, the organisation will inform the local authority or safeguarding team right away, notify next of kin or advocates if appropriate, and file a formal incident report. Staff affected will receive support, and a full review of safety procedures will follow to improve risk management and ensure future protection for both clients and employees.