Unique Personnel (UK) LTD - LEWISHAM

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Unique Personnel (UK) Ltd - Lewisham is a domiciliary care agency that provides care and support to people living in their own homes. They supported older people some of whom may live with dementia and were also registered to support children in the community. Not everyone who used the service received personal care. CQC only inspects where people receive personal care.

At the time of our inspection 140 people were being supported with personal care. The service was registered with the CQC in February 2022, and this is the first inspection.

An assessment has been undertaken of a specialist service that is registered for use by autistic people or people with a learning disability. At the time of the assessment, the service was not used by anyone with a learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.

Care plans provided advice and information on how to keep people safe, which staff followed. Risks to people were assessed and mitigated. However, further work was needed to ensure care plans and risk assessments were more detailed. The provider had enough staff to ensure people’s safety and meet their needs. People were supported to have choice and control and were involved in planning their care. People were protected from the risk of harm and abuse. People were supported with their medicines. Processes to record accidents and incidents were in place with lessons learned. There were systems for considering people's capacity to make specific decisions and to provide personalised care. The provider had systems to measure and monitor the service overall and to drive improvements. Staff received training and support to develop in their roles. People were treated with respect, kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their equality and diversity needs. Leaders in the service were knowledgeable and supportive of staff and shared a positive vision and culture.

People's experience of this service

People and their relatives felt the service was safe. They got on well with the staff and managers in the service. They were able to raise any concerns with the management team and they were listened to. People and relatives were involved in care planning and were asked for their feedback. People told us they were respected and treated well by staff, who understood their individual equality characteristics, needs and preferences. A person told us, “They are very easy to get hold of and you can talk to them and get things sorted. Another person said, “The staff are very helpful.” Other comments from people and relatives included, “The service is brilliant. The carers are lovely, they are on time and it’s the same ones that come to me.” Relatives felt confident their family members were provided with suitable and safe care. A relative commented, “The carers are all great, we have a stable 5-6 carers, who are all very good. [Family member] is absolutely kept safe and I trust the carers all completely.”