Agincare UK New Milton

Updated 11 January 2020

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by an inspector, an assistant inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was announced.

We gave the service 24 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 27 November 2019 and ended on 4 December 2019. We visited the office location on 27 November and 4 December 2019. Our Expert by Experience carried out telephone interviews with people using the service on 29 November and 2nd December 2019.

What we did before inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with six people and five relatives by telephone and visited two people and in their own home so they could tell us their views of Agincare UK New Milton and the way staff provided their care and support. We spoke with the registered manager, a field care supervisor, a regional field care supervisor and four care staff. We also spoke with the business development manager who attended to support the inspection.

We reviewed six people’s care records and medication records and pathway tracked 2 people’s care. Pathway tracking enables us to check that people have received all the care they required. We looked at four staff files in relation to recruitment and staff supervision and other records relating to the management and monitoring of the quality of the service such as audits and surveys.

After the inspection

We continued to seek clarification from the provider to validate evidence found, including training and audit information. We were unable to obtain feedback from care and health professionals.

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 www.cqc.org.uk

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 www.cqc.org.uk