Agincare UK Poole

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.

At the time of the inspection, the location did not care or support for anyone with a learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.

People, their loved ones and staff told us Agincare UK Poole provided a safe service, many commenting on the improvements which had been made. Staff had received training in safeguarding adults and knew who to report to if they had concerns. They told us they felt confident their concerns would be followed up appropriately.

Right Care People received their medicines as prescribed and the introduction of an electronic system had improved safety with medicines. There were enough staff to meet the needs of people using the service, procedures were in place to manage last minute changes and staff shortages with minimal effect on people. Communication between the service and people when changes were made to their visits had improved. However, for some people this was still a concern, the registered manager told us they were continually working on improving this for people.

Staff were recruited safely, trained and supported to settle into their role. People and their relatives told us staff were kind and caring, they were complimentary about the service. People's needs were assessed before the service started; they were given an opportunity to discuss the things important to them during their assessment. People were treated with dignity and respect; staff knew the importance of asking consent and offering privacy.

Right Culture Quality assurance systems were in place and embedded within the service. Additional checks at provider level ensured the service operated effectively. The registered manager and staff understood their roles and responsibilities within the service.

Staff felt appreciated and proud to work at the service. The service had made all notifications to CQC as required by law and appropriate referrals to external agencies. We received overwhelmingly positive feedback about the management of the service and office team at Agincare UK Poole.

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.