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Agincare UK Medway Requires improvement

We are carrying out a review of quality at Agincare UK Medway. We will publish a report when our review is complete. Find out more about our inspection reports.

Inspection Summary

Overall summary & rating

Requires improvement

Updated 17 September 2019

About the service

Agincare UK Medway is a domiciliary care agency providing personal care to 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. The service was providing personal care to approximately 90 people at the time of the inspection.

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

The service people received was not always safe. The recording and administration of people’s medicines were still not carried out in a safe way, for those who needed the assistance of staff to help them to take their medicines. Other elements of care had improved. Individual risk assessments were now in place and plans to manage the risk and prevent harm were better recorded. People told us they felt safe with staff and were confident in their care. People said they felt there were enough staff as their care was rarely cancelled and staff stayed the full length of time when visiting.

The systems to monitor the quality and safety of the service had failed to pick up the areas of concern we found around people’s medicines and how these were managed and recorded. People did not provide positive feedback about how the service was run. They told us the office staff did not always contact them to make them aware of changes, such as when staff were going to be late, or not able to get to them.

Assessments were carried out with people before they started to use the service to make sure their needs could be met. People were supported to access healthcare advice and given assistance with their nutrition and hydration when this was needed. People and their relatives told us they were involved in and directed their care, making their own choices and decisions. Staff received the training and support they needed to provide safe care.

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 and their relatives were positive about the staff supporting them, saying staff respected them and describing them as caring and kind.

Care plans were more person centred than before and provided better information about people’s lives and what was important to them. People had the information they needed to make a complaint if they needed to and any complaints made were investigated and followed up.

For more details, please see the full report which is on the CQC website at

Rating at last inspection and update

The last rating for this service was requires improvement (report published 17 July 2018) and there were four breaches of regulation. 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 in some areas which meant the provider was no longer in breach of two of the regulations. However, further improvement was needed in other areas and there were two continued breaches of regulation.

Why we inspected

This was a planned inspection based on the previous rating.


We have identified two breaches, in relation to the management and administration of people’s medicines and the monitoring of the quality and safety of the service, at this inspection.

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 from the provider to set out what they will do to improve the standards of quality and safety. 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.

Inspection areas


Requires improvement

Updated 17 September 2019

The service was not always safe.

Details are in our safe findings below.



Updated 17 September 2019

The service was effective.

Details are in our effective findings below.



Updated 17 September 2019

The service was caring.

Details are in our caring findings below.



Updated 17 September 2019

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 17 September 2019

The service was not always well-led.

Details are in our well-Led findings below.