Archived: Universal Complex Care

Universal Complex Care is a domiciliary care agency providing personal care to people living in their own homes. At the time of inspection, six people were using the service.

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

The provider’s governance arrangements did not provide assurance the service was well led, and regulatory requirements were being met. Quality assurance systems were not robust and had not identified the shortfalls we found during our inspection.

Newly appointed staff had not always been recruited in a safe way as gaps in employment histories had not been checked and suitable references taken up with previous employers. The provider could not provide assurance that checks with the Disclosure and Barring Service (DBS) had been completed prior to staff working at the service.

Where required, people were supported with the administration of medicine, however the systems in place for the safe management of medicines required improvement.

Information relating to people’s individual risks were assessed and written guidance in place for staff to follow to keep people safe. However, these did not always contain detailed guidance for staff to follow.

We have made a recommendation the provider review their risk and care recording processes.

Staff had received safeguarding training and knew how to act on any concerns.

There were enough staff to meet people’s needs. People were supported by a consistent team of staff who had received relevant training to meet their specific health conditions.

People were complimentary about the kind, caring attitude of staff. People’s dignity and privacy was respected, and their independence promoted.

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.

Staff enjoyed working at the service and felt valued and supported.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 19 October 2020 and this is the first inspection.

Why we inspected

This was a planned inspection based on the length of time the service was registered and when they commenced providing a regulated activity.

Enforcement

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection.

We have identified three breaches in relation to safe care and treatment, safe recruitment and how the service is led.

Full information about CQC's regulatory response to the more serious concerns found during inspections is added to reports after any representations and appeals have been concluded.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.