Archived: UKG Care Liphook

UKG Care Liphook is a domiciliary care agency providing care and support to mostly older people living in their own homes. 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. At the time of the inspection 20 people were receiving personal care support.

People’s experience of using this service and what we found

People and their relatives told us they felt safe. Staff completed regular training and understood their safeguarding responsibilities. Potential risks to people had been assessed and measures were put in place to ensure their safe management. There were clear safeguarding processes in place to identify, record and respond to all incidents and accidents. People were supported to receive their medicines by trained staff.

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 were encouraged to maintain their independence and staff provided appropriate support to enable people to maintain control of their lives and the care provided. Staff told us they felt valued and supported and had access to a range of training opportunities to enable them to continually develop their skills.

People’s care plans detailed their likes, dislikes and preferences regarding how they would like their care needs met. People told us they received appropriate levels of care and support that was responsive to their needs. There was a clear complaints procedure in place and people told us they felt comfortable sharing any concerns and that they would be listened to.

People and their relatives consistently praised staff’s caring nature and valued the relationships that they had established with staff. People were treated as partners in their care and told us they received high quality care and support that was delivered with dignity and respect.

There was exceptionally strong leadership and commitment in the organisation and the provider drove a culture of continuous improvement and compassionate, person-centred care. The provider consistently sought new ways of working to engage with staff to drive forward their vision and values to achieve high quality care with a “human touch.”

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 14/08/2018 and this is the first inspection.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.