Expert Care Solutions Ltd Fleet

Updated 23 January 2025

Date of Assessment: 25 March 2025 to 31 March 2025. The service is a domiciliary care agency registered to provide personal care. People were supported with their personal care needs to enable them to live in their own homes and promote their independence. We carried out a responsive assessment to consider potential risks in relation to governance of the service, training, and recruitment.

At the time of the inspection the service supported 50 people with personal care, including older people, people living with dementia, people with sensory impairments and people with neurological conditions. At our last inspection, the provider was previously in breach of the legal regulations in relation to safe care and treatment, safeguarding people from abuse, ensuring fit and proper people were employed, good governance and notifying CQC of incidents. Improvements were found at this assessment and the provider was no longer in breach of these regulations.

The service provided safe care, and people were protected from the risk of abuse. Staff understood and managed risks. Staff were recruited safely were appropriately trained and received support and supervision. Medicines were managed safely. People received their medicines as prescribed by staff who were trained and assessed as competent to do so. People’s needs were assessed taking account of people’s communication, personal and health needs. Care plans provided detail of people’s interests, preferences, wishes and health conditions. People were able to access support when they needed it. The staff rota was managed well to ensure people received their care visits without delay. The service monitored people’s health and took action to share any concerns with the wider multidisciplinary teams as required. People were supported to be independent and have choice and control over their lives. People were treated as individuals and staff treated them with kindness, compassion, and dignity. The provider had effective governance and quality monitoring systems in place to identify and drive improvements.

Managers and care coordinators were visible, knowledgeable, and supportive, helping staff develop in their roles. People were supported by staff who felt valued by the management team.

Updated 23 January 2025

People and their relatives were positive about the care and support received from Expert Care Solutions Ltd, Fleet. We spoke to spoke to 25 people to obtain feedback, 11 people receiving care and 14 family members. Most people said that they felt safe using the service and that the carers are aware of their health needs, however some people said if the was not a regular carer they felt less confident that the carer knew how to meet their needs. People reported that carers asked consent before carrying out their personal care. When required to provide food, carers were aware of dietary needs and preferences.

There were no missed calls, and most people said that carers were on time, however some people said that on occasions carers were late but usually they were contacted when this happened. If the allocated carer was not able to attend a different carer would be sent to complete the care. Everyone reported carers to be polite and friendly. People felt safe from the risks of ill treatment or abuse.

Most people stated that management were responsive when they raised concerns, and they were dealt with quickly and appropriately, however some people told us they found it difficult to get through to the office on the phone. A relative of a person said “It’s managed well. I can call the Manager at any time, she is usually available, if not she rings back promptly.”

Most people said that carers had sufficient training, one person told us “They are knowledgeable. For example, they pick up on signs of a urine infection.” Another person said, “Every carer who visited was respectful, caring and patient and were a credit to the company.”