About the service Expert Care UK Services Ltd is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to 12 older adults. 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’s medicines were not recorded in line with good practice. We have made a recommendation in relation to medicines management.
People did not receive care and support from a service that was always well-led. There were failings in the oversight and management of the service. The provider failed to carry out regular audits of the service to drive improvements.
People were protected against the risk of harm and abuse as staff received safeguarding training and knew how to identify, report and escalate suspected abuse. Risk management plans gave staff guidance on how to mitigate identified risks. Sufficient numbers of suitably vetted staff were deployed to keep people safe. People confirmed they received their medicines as intended by the prescribing GP. People were protected against the risk of cross contamination as staff received infection control training and had access to personal protective equipment.
People received care and support from staff that told us they were well supported. Staff received training to enhance their skills and knowledge. People were supported to access food and drink that met their dietary needs and preferences. People were supported to access healthcare services where needed.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
People confirmed they received care and support from staff that were compassionate, personable and kind. People had their privacy respected and their dignity maintained. People’s views of the care and support they received were encouraged. People’s independence was promoted where safe to do so.
The service provided people with personalised care that was regularly reviewed and adjusted in line with people’s needs and preferences. People were provided with guidance on how to raise any concerns and complaints.
People, their relatives and staff spoke highly of the management of the service. The provider sought people’s views through regular quality assurance questionnaires, to drive improvements. The provider and manager were keen to maintain and enhance partnerships with stakeholders. The manager was aware of their responsibilities under the Duty of Candour.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 12 February 2018 and this is their first inspection.
Why we inspected
This inspection was planned in line with our inspection programme.
Enforcement
We have identified breaches in relation to the management and oversight of the service.
Please see the action we have told the provider to take at the end of this report.
Follow up
We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.