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Agincare UK Newcastle under Lyme Requires improvement

We are carrying out a review of quality at Agincare UK Newcastle under Lyme. 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 4 September 2019

About the service

Agincare UK Newcastle under Lyme is a domiciliary care agency. It is registered to provide personal care to people living in their own homes in and around Newcastle under Lyme. 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. At the time of our inspection, approximately 95 people were receiving personal care.

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

The provider had failed to act on past concerns to ensure there was a systematic approach to quality assurance to identify shortfalls and drive improvements. Staff were not effectively deployed and people did not always receive their care at the planned time. When concerns were raised by commissioners, the provider responded to this but did not recognise the need to improve their systems and monitor calls across the service. People told us the staff treated them with kindness and respect, but when people had short call times, there was a risk that staff would rush to finish people’s care and may not always have time to provide emotional support.

The provider had not made improvements to assure us people always received their medicines as prescribed. Staff did not always have effective guidance on the safe administration of medicines and suitable systems were not in place to monitor their competence and practice.

The provider had recruitment procedures in place but had not consistently carried out checks to ensure staff were suitable to work with people. Staff were not always effectively trained and supervised to fulfil their role. Staff felt able to raise concerns with the registered manager.

There was a system to manage complaints and people felt able to raise any concerns with staff. However, improvements were needed to ensure engagement with people using the service was effective in driving improvements.

People felt safe and were protected from the risk of harm by staff who understood their responsibilities to identify and report any signs of potential abuse. Risks associated with people’s care and support were managed safely. However, improvements were needed to ensure staff had effective guidance to ensure people’s wider health needs, such as diabetes, were managed safely.

People had good relationships with staff and were happy with how their care was provided. However, improvements were needed to ensure care plans were personalised and considered people’s diverse needs, to ensure they were met. People were involved in planning and agreeing their care. However, we could not be sure 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 did not support this practice.

People were supported to access other health care services when they needed to and staff ensured people had choice when they supported them with meals.

Following changes at the service, the registered manager was developing a new management team, which supported an open, positive culture.

Rating at last inspection

At the last inspection the rating for this service was Requires Improvement (published 15 August 2018). This was because improvements were needed with the deployment of staff, the management of medicines, and the overall governance of the service, including learning lessons when things go wrong.

At this inspection, the service remains rated Requires Improvement and has been rated Requires Improvement for the last four consecutive inspections.

Why we inspected

This was a planned inspection based on the previous rating.


We have identified breaches in relation to the recruitment and deployment of staff, the management of medicines and governance of the service at this inspection.

Full information abou

Inspection areas


Requires improvement

Updated 4 September 2019

The service was not always safe.

Details are in our safe findings below.


Requires improvement

Updated 4 September 2019

The service was not always effective.

Details are in our effective findings below.


Requires improvement

Updated 4 September 2019

The service was not always caring.

Details are in our caring findings below.


Requires improvement

Updated 4 September 2019

The service was not always responsive.

Details are in our responsive findings below.



Updated 4 September 2019

The service was not well-led.

Details are in our well-led findings below.