Agincare UK Eastbourne was rated Requires Improvement overall following its July 2019 inspection, with three regulatory breaches identified relating to consent/MCA compliance (Regulation 11), complaints handling (Regulation 16), and governance (Regulation 17). While people felt safe and staff were described as caring and competent, care plan records were significantly inaccurate and incomplete, and quality assurance systems had failed to identify or address these shortfalls.
Concerns (8)
criticalConsent / capacity: “Mental capacity assessments were not always decision specific, did not always involve people in the decision or appropriately assess their capacity.”
criticalComplaints handling: “Records of complaints received before the current manager was in post were not accessible to them during the inspection.”
criticalGovernance: “Quality assurance checks had not identified and addressed all areas for improvement highlighted by our inspection.”
moderateCare planning: “Care plans did not contain up to date, personalised information relevant to people's needs. There were not detailed specialist assessments for people's skin integrity, mobility, continence or communication.”
moderateRecord keeping: “Care plan records were not always accurate. For example, one person's care plan advised staff that they used bed rails...the manager advised the person did not use bed rails.”
moderateEnd-of-life care: “People's preferences and choices for their end of life care were not sufficiently explored with people or detailed in their care plans.”
moderatePerson-centred care: “Staff knew people well and could describe their needs, but this was not always reflected in people's care plans.”
minorCommunication with families: “People's communication needs were not recorded in detail in their care plans. For example, staff told us about one person who was very quiet. Their communication care plan did not include this information.”
Strengths
· People told us they felt safe and staff understood safeguarding and how to report concerns.
· Staff were recruited using safe recruitment processes including DBS checks, identity checks and references.
· People had positive relationships with staff who were described as caring, respectful and compassionate.
· There were enough staff to meet people's needs and care visits were planned using an electronic system allowing travel time.
· Staff supported people to access healthcare professionals and worked effectively with other agencies.
Quality-Statement breakdown (23)
safe: Systems and processes to safeguard people from the risk of abuse; Learning lessons when things go wrongGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Ensuring consent to care and treatment in line with law and guidanceRequires improvement
effective: Supporting people to eat and drink enough to maintain a balanced dietRequires improvement
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
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: Improving care quality in response to complaints or concernsRequires improvement
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesRequires improvement
responsive: End of life care and supportRequires improvement
responsive: Meeting people's communication needsRequires improvement
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
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 careRequires improvement
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
This focused inspection of Agincare UK Eastbourne found the service had improved from Requires Improvement to Good, with all three previous regulatory breaches (consent/MCA, complaints handling, and governance) fully resolved. People and relatives reported high satisfaction with kind, knowledgeable staff, well-maintained care plans, and effective management oversight.
Strengths
· Improvements in care planning gave staff the information they needed to support people safely and effectively following previous breaches.
· Provider resolved all three prior regulatory breaches (regulations 11, 16, and 17) and was no longer in breach at this inspection.
· Robust complaints system with monthly audits to identify themes and trends, with timely acknowledgement and investigation of complaints.
· Staff received appropriate training including specialist areas such as catheter care and diabetes, supported by spot checks and competency assessments.
· Care plans were detailed, personalised, and regularly reviewed, capturing social, religious, cultural, communication and end-of-life needs.
Quality-Statement breakdown (12)
effective: Ensuring consent to care and treatment in line with law and guidance (MCA)Good
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Staff working with other agencies to provide consistent, effective, timely care; supporting people to live healthier livesGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: End of life care and support
Good
responsive: Meeting people's communication needsGood
well-led: Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirements; continuous learningGood
well-led: How the provider understands and acts on the duty of candour; engaging and involving people and staffGood