Background to this inspection
Updated
30 April 2021
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by two inspectors. One inspector visited the agency’s office and another inspector spoke with people who used the service and relatives.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 15 April 2021 and ended on 21 April 2021. We visited the office location on 15 April 2021.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection.
During the inspection
We spoke with the registered manager and the provider’s nominated individual at the agency’s office. The nominated individual is responsible for supervising the management of the service on behalf of the provider.
We checked four people’s care records, including their risk assessments and support plans. We looked at four staff recruitment files, quality monitoring systems and the arrangements for managing medicines.
We spoke with six people who used the service and five family members by telephone to hear their views about the agency.
We spoke with two staff by telephone and received feedback from five staff via email about the support and training they received from the provider.
After the inspection
The registered manager sent us further information, including evidence of training booked for staff.
Updated
30 April 2021
About the service
Expert Care UK Services Ltd provides personal care and support to people living in their own homes. Eighteen people were using the service at the time of our inspection, three of whom were receiving live-in care.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.
People’s experience of using this service and what we found
People received safe care from staff who knew their needs well. People saw the same staff regularly, which they said was important to them, and told us they had developed positive relationships with their care workers.
The provider had improved the systems used to monitor the quality and safety of the service since our last inspection, including the auditing of medicines.
People were regularly asked for their views about the care they received and the provider acted on their feedback. People and relatives told us the provider was approachable and were confident the provider would respond to any concerns they raised.
Staff received an induction when they joined the agency and had access to relevant training. Staff competency was assessed before they provided care and their practice was regularly assessed at spot checks.
The agency worked effectively with other professionals and agencies involved in people’s care. This included highlighting when people’s needs changed and following professional guidance about people’s care.
Staff were well-supported by the provider and felt valued for the work they did.
Rating at last inspection and update
The last rating for this service was requires improvement (published 13 January 2020). The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.
Why we inspected
We carried out an announced comprehensive inspection of this service on 5 December 2019. A breach of legal requirements was found. The provider completed an action plan after the last inspection to show what they would do and by when to improve Good governance.
We undertook this focused inspection to check they had followed their action plan and to confirm they now met legal requirements. This report only covers our findings in relation to the Key Questions Safe, Effective and Well-led which contain those requirements.
The ratings from the previous comprehensive inspection for those key questions not looked at on this occasion were used in calculating the overall rating at this inspection. The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Expert Care UK Services Ltd on our website at www.cqc.org.uk.