Unique Personnel (UK) Limited

Unique Personnel (UK) Limited is a domiciliary care service providing personal care support to people living within their own homes. The service was providing care and support to 135 people at the time of the inspection. These included older people, people living with dementia, people with a physical disability and younger adults.

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.

Risks to people were not always identified, assessed, and documented. Staff did not always have access to detailed risk management information to ensure the support they provided was safe and appropriate to meet individuals needs and the actions they should take to safely mitigate and manage risks. The providers call monitoring system was ineffective. The electronic call monitoring (ECM) system to monitor call visits made to people was not operated effectively by staff placing people at risk of receiving late or missed call care visits. We received mixed feedback from people in relation to staffing levels and staff arriving at the agreed times to assist them with their care. The service was not well managed. Systems and processes in place for monitoring the quality and safety of the service were not effective in identifying and addressing issues and concerns we found at this inspection and for helping to drive service improvements.

The systems and processes in place for managing and administering people's medicines was not always safe. Systems in place to identify and take action in relation to concerns, safeguarding and poor practice was not always effective. The provider was not always working within the principles of the MCA. Care plans did not always identify and or reflect individual preferences in the way people wished to be supported or contain correct information about their needs, wishes and the support they needed. Care plans and records did not include information regarding people's end of life care, wishes and preferences. Complaints were not always managed appropriately and in a timely manner and audits in place to learn from or identify themes and trends were not always effective.