DESPITE being found to offer a service that was caring, effective and responsive a small domiciliary care agency based in Thurrock has been told it 'requires improvement' by the Care Quality Commission (CQC) after it was inspected for the first time.

Universal Complex Care, which is managed from its base at Oak Road in Grays by Precious Masawi offers care for people aged over 65 in their own home. At the time of inspection, six people were using the service. This service was registered with the CQC on 19 October 2020 and this is its first inspection, with inspectors visiting last November.

During the inspection the CQC spoke with one person and two relatives about their experience of the care provided and with five members of staff including the registered manager, qualified nurses and care workers.

A range of records held by the company about its clients and staff were examined and variety of records relating to the management of the service, including policies and procedures were reviewed.

The report says: "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.

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"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."

The company was given notice that it requires improvement in the categories of safety and leadership but was rated 'good' for its care, effectiveness and being responsive.

The full report can be read here.

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