The Care Quality Commission

Archived: Agincare UK Swindon

Unit 4 Kingsdown Orchard, Hyde Road, Swindon, Wiltshire, SN2 7RU (01793) 423330

Provided and run by:
Agincare UK Limited

All Inspections

5 March 2013

During an inspection looking at part of the service

We found the agency were still failing to ensure the people supported were always safeguarded from neglect due to missed calls. We saw improvements in management systems to monitor the operation of the agency. However, some systems were not sufficient to ensure people's safety, or had been applied inconsistently. The agency did not have robust systems to monitor the arrival and departure of staff for care calls. They had therefore, failed to respond promptly, where calls had been missed.

Feedback from a sample of people supported by the agency was more positive. People said the service had improved and that late or missed calls were no longer an issue. However, the system relied on the willingness and ability of the service user to report a concern, or the individual staff member in reporting a problem.

The new manager had completed supervision meetings and appraisals for staff and all but one person had been subject to a 'spot check' of care practice. Team meetings had taken place to provide additional staff support. The management team was working beneath the usual complement since the departure of the previous care co-ordinator. The post had not yet been advertised.

The provider and manager had introduced systems to oversee the operation of the agency. However, some of these had not been consistently applied and it was too soon to establish that they would be sustained. Complaints records were better but still not fully complete.

16 November 2012

During an inspection looking at part of the service

We conducted this inspection to follow up enforcement action which we took after our last inspection. We issued warning notices about care and welfare of people and staffing levels. We did not follow up on the compliance actions from the previous inspection about safeguarding, support to staff, quality assurance and records and these remain outstanding. The provider has sent us an action plan to address these by 31st December 2012. We will follow these up after that date.

We did not speak to people as part of this inspection but we looked at their care records and spoke to staff in the office. We found that much work had taken place to make sure that everybody had an assessment and care plan. We also found that there were sufficient care staff to meet people's needs and sufficient staff in the office to support the care staff.

17 September 2012

During a routine inspection

We spoke with four people who used the service. Two people told us that they had had information about the service so they knew what to expect. They also told us that their regular carers respected their dignity and helped them to be independent. Two people told us that their regular carers were very good but there were sometimes problems if they had to have other carers. They all said that the carers were polite and respectful and one person said " they're quite nice the girls."

Most people told us that they had a care plan and that they had been involved in making decisions about their care. One person said that their care plan was not up to date so that new carers did not know what to do and had to ask them what care and support they needed.

One person told us that the office was disorganised and the agency could not recruit carers. They said that the carers did not always come when they should and that they were often waiting. Two other people told us that their carers came when they were expected and were reliable.

All of the people told us that they had been asked their opinion of the service by questionnaire, telephone survey or face to face interview. Two of these people had commented that they were not satisfied and they said this had not been followed up with them. Most people said that they would phone the office if they had a complaint.

Four people told us that they found the carers to be trustworthy and they felt safe with them. They also said that the carers had the right training to meet their needs.

15 March 2012

During an inspection looking at part of the service

People had raised a number of concerns when we last inspected the service in 2011. These related to the suitability and competence of staff, record keeping, and the scheduling of visits. Improvements had been needed and the provider told us about the action they would be taking.

We looked at the improvements that have been made and spoke with five people about the service. People told us that the service they, or their family member, received had improved significantly in recent months. One person commented that the service was 'more professional' and they had more trust in how things were being managed.

People said that staff were working well as a team. The care workers were described as 'very good' and 'doing what they should'. We were told that communication with the office based staff had improved and they were doing "a good job".

Overall we found that improvements had been made and further work had been planned in order to ensure that progress was maintained.

26 May 2011

During an inspection in response to concerns

We had received information about people's concerns with the service and the support that was being provided. Relatives of people who had used the service had told us about their individual experiences. One person had used our website to make comments online. The local authority was in contact with the service about their concerns and the improvements that needed to be made.

There were some common themes to the concerns that had been raised. These related to the suitability and competence of staff, record keeping, and the scheduling of visits.

The manager told us that they had been in post since January 2011 but had not yet applied for registration with the Commission.