Agincare UK Poole improved from Requires Improvement to Good across all three inspected key questions (Safe, Caring, Well-led), having remediated prior breaches of Regulations 12, 17, and 18. The service demonstrated sustained improvements in medicines management, infection control, staffing, and governance, with only minor ongoing concern around communication when visit changes occur.
Concerns (1)
minorCommunication with families: “we did receive some feedback from people that communication could be improved when changes were made”
Strengths
· Significant improvement in infection prevention and control since previous inspection, with robust PPE compliance confirmed by people and relatives
· Introduction of electronic medicines management system improving safety; MAR records completed correctly and staff competency assessed
· Staffing levels improved with rearranged visits to ensure consistency; values-based recruitment and thorough induction in place
· Open culture for learning from accidents and incidents with provider-level oversight and shared learning across locations
· Multi-layered quality assurance with audits at service and provider level; additional compliance staff in place
Quality-Statement breakdown (12)
safe: Preventing and controlling infectionGood
safe: Using medicines safelyGood
safe: Staffing and recruitmentGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongGood
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
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; Continuous learning and improving careGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Engaging and involving people using the service, the public and staff; Working in partnership with othersGood
Agincare UK Poole was downgraded from Good to Requires Improvement following a focused inspection prompted by concerns about infection control and staffing, with breaches of Regulations 12, 17 and 18. Inspectors found PPE non-compliance, gaps in medicine records, late and rushed visits, task-focused care, and inadequate governance oversight, though recruitment, safeguarding and a newly appointed manager were noted as positives.
Concerns (11)
criticalInfection control: “staff were not always wearing face masks over their nose and mouth, as per Government guidelines”
criticalInfection control: “staff were not always changing gloves between continence care and supporting people with food”
criticalMedication management: “We found gaps in medicine administration records (MAR) so it was unclear if people had received their medicines as prescribed”
criticalMedication management: “one person had 15 gaps on their MAR over nine non consecutive days”
criticalStaffing levels: “failure to provide enough staff who were suitably experienced and deployed to meet the needs of people is a breach of Regulation 18”
criticalGovernance: “the provider did not have effective systems and processes to make sure they assessed and monitored their service”
criticalGovernance: “There was not a system currently in place to monitor whether care staff visits had taken place.”
moderateMissed or late visits: “staff were sometimes two hours late to support them in to bed”
moderateMissed or late visits: “They are supposed to stay 45 mins and they actually stay for 10 mins or less. It's a bit hit and miss especially after tea-time.”
moderatePerson-centred care: “It's all task focused, get the job done as quickly as possible.”
moderateRecord keeping: “If a gap is discovered on the MAR sheet... a 'Medication Alert' form must be completed... This had not been completed as per policy.”
Strengths
· Robust recruitment processes including DBS checks and risk assessments for employment gaps
· Staff trained in safeguarding and knew how to identify and report concerns
· Accidents and incidents were reported, recorded and managed at the time
· Provider responded promptly to concerns about infection prevention and control when made aware
· Individual risks to people's health and wellbeing had been assessed with clear instructions for staff
Quality-Statement breakdown (13)
safe: Preventing and controlling infection; Using medicines safelyRequires improvement
safe: Staffing and recruitmentRequires improvement
safe: Assessing risk, safety monitoring and managementGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Learning lessons when things go wrongGood
caring: Ensuring people are well treated and supported; respecting equality and diversityRequires improvement
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 independence
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Good
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsRequires improvement
well-led: Continuous learning and improving care; Working in partnership with othersGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: How the provider understands and acts on the duty of candourGood