Aegys Smart Care is a home care service providing personal care to people living with dementia, learning disabilities and/or autism, mental health needs, physical disabilities and sensory impairment. They support older people and younger adults. At the time of our assessment 3 people were using the service. We assessed the service from 28 November 2025 to 16 December 2025. We carried out the assessment due to the time elapsed since our last assessment and service’s rating at that assessment. At our last assessment the provider was in breach of legal regulation in relation to person-centred care, good governance and fit and proper persons employed, and the service was rated requires improvement. Improvements were found at this assessment, and the provider was no longer in breach of regulation. The rating has changed to good. People received safeand effectivecare and support and were protected from abuse. They andtheir families felt safe with care staff and managers.Theywere protected fromthe risk ofinfectionandreceived their medicines as prescribed. Peopleand their relativeswere able to raise concerns and share feedback, felt comfortable to do so, and were confident they would be listened to and action taken. We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. 'Right support, right care, right culture' is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it. At the time of our assessment, the service was not supporting any autistic people or people with a learning disability, but the provider had regard to ‘Right support, right care, right culture’.
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Aegys Smart Care received an overall rating of Requires Improvement at its first CQC inspection, with breaches of regulations relating to person-centred care (Reg 9), good governance (Reg 17), and fit and proper persons employed (Reg 19). Key failures included absent risk assessments, non-personalised care plans, staff not wearing PPE, and ineffective governance audits, though the service demonstrated strength in medicines management, safeguarding, and treating people with dignity and respect.
Concerns (7)
criticalCare planning — “People's needs assessments focused on their healthcare needs and did not include information about how they wanted their personal care carried out or any information about their gender identity or sexual orientation.”
criticalPerson-centred care — “People's care plans were task orientated and did not contain sufficiently personalised information for staff to support them in an individual way.”
criticalGovernance — “The provider's audits did not always contain accurate information and had not identified the issues we found during our inspection. This meant they were not always effective.”
criticalStaffing levels — “The provider had not always obtained suitable references from previous employers regarding the conduct of staff who had previously worked in health or social care or with vulnerable adults.”
moderateRecord keeping — “Daily records of people's care were not always completed. This meant the provider was not always able to monitor the risks to people.”
moderateInfection control — “Staff had not always worn personal protective equipment (PPE) when providing people's care. One person's relative told us, "No PPE was worn".”
moderateCommunication with families — “Care plans did not include guidance for staff about how to meet people's communication needs, including what formats in which to give people information.”
Strengths
· Medicines were administered safely; staff received medicines administration training and people received their medicines in line with guidance.
· Staff were trained to recognise and report abuse and there were systems and processes in place to protect people from abuse and improper treatment.
· People and their families were involved in making decisions about their care and were supported to express their views.
· Staff respected and promoted people's privacy and dignity and supported people to be as independent as possible.
· The provider promoted a positive culture that was open, inclusive and empowering and achieved good outcomes for people.
Quality-Statement breakdown (22)
safe: Staffing and recruitmentRequires improvement
safe: Assessing risk, safety monitoring and managementRequires improvement
safe: Preventing and controlling infectionRequires improvement
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Using medicines safelyGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawRequires improvement
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesRequires improvement
responsive: Meeting people's communication needsRequires improvement
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsRequires improvement
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving careGood