- Homecare service
Agincare UK Leominster
Report from 5 February 2025 assessment
Contents
Ratings
Our view of the service
Date of Assessment: 18 February to 20 February 2025. Agincare UK Leominster is a domiciliary care agency providing personal care to people in their homes. They also provide support to people living in the Rose Garden. This is an extra care facility where people live independently in their own apartments and have access to communal areas. People living here have access to care if it is required. Not everyone will be receiving the regulated activity of personal care. The service is registered to support older people, some of whom may be living with dementia, mental health conditions and physical disabilities. At the time of our assessment, 152 people were being supported and their primary need was personal care. People had individual packages of care ranging from 30-minute care calls to 24-hour care and support.
The provider had a good learning culture and people could raise concerns. Managers investigated incidents thoroughly. People were protected and kept safe. Staff understood and managed risks. There were enough staff with the right skills, qualifications and experience to provide safe care. Managers made sure staff received training and regular appraisals to maintain high-quality care. Staff managed medicines well and involved people in planning any changes.
People were involved in assessments of their needs. Staff reviewed assessments taking account of people’s communication, personal and health needs. Care was based on latest evidence and good practice. People had enough to eat and drink to stay healthy. Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving services. Staff made sure people understood their care and treatment to enable them to give informed consent.
People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care. Staff responded to people in a timely way. The provider supported staff wellbeing.
People were involved in decisions about their care. Staff provided information people could understand. People knew how to give feedback. The service was easy to access and worked to eliminate discrimination. People received fair and equal care and treatment. Staff worked to reduce health and care inequalities through training and feedback.
Leaders and staff had a shared vision and culture based on listening, learning and trust. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. Managers worked with the local community to deliver the best possible care and were receptive to new ideas.
People's experience of this service
We spoke with 13 people who used the service and 4 relatives. People and their relatives shared a range of experiences with us. People we spoke with were happy with the personal care they received. A few people said improvements could be made to the way the rota was planned and said their care sometimes felt rushed. A couple of people said the service seemed to be short staffed at weekends which affected the timings of the calls when staff were late. All of the people and relatives we spoke with said calls were not missed and they were informed if staff were going to be late.