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Universal Care Agency Ltd Requires improvement

We are carrying out a review of quality at Universal Care Agency Ltd. 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 28 January 2020

About the service

Universal Care Agency Ltd is a domiciliary care agency that provides care and support to people living in their own homes. The service provides support to older people, those living with dementia, people with a learning disability or autistic spectrum disorder and those with a sensory impairment and/or physical disability. The service was supporting seven people at the time of the inspection. 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 their relatives told us they were safely supported by the service. However, the management of people’s medicines did not always follow current best practice guidance or the provider’s policy and procedures. People’s risks were assessed, and staff knew how to manage risks to people safely, although some records about risks required further detail to ensure guidance for staff who may not be familiar with the person. The manager and staff understood their responsibilities to safeguard people from abuse and the actions they should take if concerns arose. The service regularly checked with people and their relatives to make sure any concerns were known about and responded to. Incidents were acted on and the service was improving their analysis of incidents to inform learning.

Peoples needs were assessed and regularly reviewed. Policies and procedures were available to staff and those we viewed were based on current best practice. Staff completed training identified by the provider as mandatory and this was up to date. Staff were observed in their role through regular spot checks in people’s homes and met with the manager for supervision. Staff told us they were well supported by supervisory staff and the manager. People were effectively supported with eating and drinking and to access healthcare support when required.

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 supported this practice.

Since our previous inspection a change in the management of the service had improved the culture and quality of the service. There was regular contact between managers, staff and people. Management oversight of the day to day running of the service and quality assurance processes had improved. Some improvements were still required in the assessment and monitoring of regulatory requirements. We have made a recommendation about updating practice in line with current guidance on the assessment and monitoring of registered services. People were regularly asked for their feedback and satisfaction with the service.

People and their relatives told us staff were kind, caring and helpful. Staff understood how to promote people’s dignity and to provide respectful care. People’s care plans evidenced they were developed with people to describe their decisions about how they preferred to receive care. We have made a recommendation about the assessment of people’s needs in line with the Equality Act (2010) to ensure people’s diverse needs are known and met where appropriate.

People told us their care needs were met. Care plans contained person-centred information, and these were regular reviewed. People’s communication needs were known and although no one was receiving end of life care, guidance was available to staff should this be required. There had been no complaints received by the service since our previous inspection. Regular contact with people enabled the service to act promptly on any issues, requests or concerns people raised.

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

Rating at last inspection (and update) The last rating for

Inspection areas


Requires improvement

Updated 28 January 2020

The service was not always safe.

Details are in our safe findings below.



Updated 28 January 2020

The service was effective.

Details are in our effective findings below.



Updated 28 January 2020

The service was caring.

Details are in our caring findings below.



Updated 28 January 2020

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 28 January 2020

The service was not always well-led.

Details are in our well-Led findings below.