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Inspection Summary

Overall summary & rating


Updated 11 January 2020

About the service

Agincare UK New Milton is a care service providing personal care to people in their own homes. At the time of the inspection the service was supporting 70 people with personal 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 and relatives told us they very happy with the good care they received from staff at Agincare New Milton. Staff were patient, kind and friendly. They treated people with dignity and respect and listened to what people had to say. People felt involved in their care and were encouraged to maintain their independence.

Recruitment processes were in place which ensured suitable staff were employed. There were enough staff on duty to meet people’s needs and people and relatives told us staff provided their care without rushing. Risks to people’s health and wellbeing had been identified and measures were in place to minimise risks. Safeguarding procedures were in place for identifying and reporting abuse and these were understood by staff.

Staff obtained consent from people for day to day decisions. People were encouraged to have maximum choice and control of their lives, such as how they wanted to spend their time or when they did not want to receive their care. People were supported to access healthcare services when required.

People’s care plans were developed with them and included their preferences and wishes for their care. Staff were responsive to people’s individual needs and encouraged them to share their views. People and relatives had no complaints but knew how to contact the registered manager if required.

The provider had developed a range of quality monitoring systems, such as surveys and audits, and feedback was used to help drive improvement. People and relatives spoke highly of the service. Staff felt very well supported by the registered manager who was hands on and approachable. Issues raised during the inspection were dealt with promptly by the registered manager.

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

Rating at last inspection

The last rating for this service was good (Published 27/1/2017).

Why we inspected

This was a planned inspection based on the previous rating.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Agincare UK New Milton on our website at

Inspection areas



Updated 11 January 2020

The service was safe.

Details are in our safe findings below.



Updated 11 January 2020

The service was effective.

Details are in our effective findings below.



Updated 11 January 2020

The service was caring.

Details are in our caring findings below



Updated 11 January 2020

The service was responsive.

Detailed are in our responsive findings below.



Updated 11 January 2020

The service was well led.

Details are in our well led findings below.