We carried out a review of the data available to us about Expert Care UK Services Ltd on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Expert Care UK Services Ltd, you can give feedback on this 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.
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.