About the serviceAegys Smart Care is a domiciliary care service providing personal care to people in their own flats and houses. The service is registered with CQC to provide support to older people, people living with dementia, people with physical disabilities, people with learning disabilities and/or autistic people, people requiring mental health support, people living with sensory impairment and younger adults. At the time of our inspection there were 3 people using the service.
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 experiences of using this service and what we found
The provider had not sufficiently assessed and monitored the risks to people. At the time of our inspection the provider did not have risk assessments in place for people. During our inspection the provider carried out risk assessments with the people using the service and put risk assessments in place for staff to use to monitor, mitigate and manage the risks to people.
People’s needs were assessed but assessments did not include information about their choices and preferences or their protected characteristics and individual diversity, and their care was not always planned in a personalised way.
The provider had not ensured infections could be prevented and controlled. Staff had not worn personal protective equipment (PPE) when providing people’s care. After our inspection the provider met with staff and discussed the issue and arranged for staff to do infection prevention and control refresher training. The provider also contacted people and their families and asked them to inform the service if staff did not wear PPE. The provider said they would carry out spot checks.
The provider did not always follow safer recruitment procedures. They had not obtained suitable references for all new staff and had not carried out risk assessments for new staff for whom they had not obtained a suitable reference.
The provider had not operated effectively systems and processes to assess, monitor and improve the quality and safety of the services provided and assess, monitor and mitigate the risks relating to the health, safety and welfare of people and others. The provider’s audits were not always effective.
There were systems and processes in place to protect people from abuse and improper treatment and staff were trained to recognise and report abuse. People’s relatives said people felt safe with their care workers.
Medicines were administered safely. Staff had received medicines administration training and people received their medicines in line with guidance.
People received their care from trained staff who were supported by their managers. Staff supported people to eat and drink enough, maintain a balanced diet and live healthier lives. The provider obtained people’s consent appropriately and in line with legislation.
People were well treated and supported. Staff knew people and their needs and preferences well and people received consistent care. People and their families were involved in making decisions about their care and were supported to express their views. Staff respected and promoted people’s privacy and dignity and supported them to be as independent as possible. People were supported to avoid social isolation and participate in activities they were interested in.
The provider promoted a positive culture that was open, inclusive and empowering and achieved good outcomes for people. The provider dealt with complaints appropriately and in a timely manner to improve the quality of care provided. The provider engaged and involved people, their families and staff in the provision and development of the service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
This service was registered with us on 7 April 2022 and due to the service not providing a regulated activity for a period of time, this was the first inspection.
Why we inspected
This inspection was prompted by a review of the information we held about this service.
Enforcement
We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection.
We will continue to monitor the service and will take further action if needed.
At this inspection we have identified breaches in relation to person-centred care, good governance and fit and proper persons employed.
Please see the action we have told the provider to take at the end of this report.
Full information about CQC's regulatory response to the more serious concerns found during inspections is added to reports after any representations and appeals have been concluded.
Follow up
We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.