Ultimate Complex Care Ltd

Updated 8 November 2022

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

Inspection team

One inspector carried out this inspection.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 24 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 25 August 2022. We visited the location’s office on that date.

What we did before the inspection

We sought feedback from the local authority and professionals who work with the service.

A provider information return (PIR) is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make.

We used information gathered as part of monitoring activity that took place on 22 August 2022 to help plan the inspection and inform our judgements

We used all this information to plan our inspection.

During the inspection

We spoke with two people who used the service and five relatives of the people about their experience of the care provided. We spoke with six members of staff including the registered manager and care staff.

We reviewed a range of records. This included two people's care plans and medicines records. We looked at recruitment checks and training records of six staff members. A variety of records relating to the management of the service, including policies and procedures were also reviewed.

Updated 8 November 2022

About the service

Ultimate Complex Care Ltd is a domiciliary care agency registered to provide the regulated activities of personal and nursing care. The service had been registered with the CQC since January 2021 however they had recently begun to deliver the regulated activity of personal care in the seven weeks prior to the inspection. The service provides support to older people. At the time of the inspection there were five people using the service

People's experience of using this service and what we found

People were provided with regular opportunities during initial assessment to express their needs, wishes and preferences regarding how they received care and support. As the service had not long been delivering the regulated activity regular meetings were yet to be arranged.

People’s needs were assessed and resulting support plans provided guidance to staff on how people were to be supported. Support in planning people’s care, treatment and support was personalised to reflect people’s preferences and personalities.

Staff demonstrated a detailed knowledge of people’s needs and had received training to support people to be safe and respond to their support needs.

The staff had received training regarding how to keep people safe and they were aware of the service safeguarding and whistle-blowing policy and procedures. Staffing was arranged in a flexible way to respond to people’s individual needs.

There were suitable arrangements in place for the safe storage, receipt and administration of people’s medicines.

The service maintained daily records of how peoples support needs were meet and this included information about medical appointments.

Staff respected people’s privacy and staff worked with people in a kind way that responded to their needs.

There was a complaints procedure for people, families and friends to use and compliments could also be recorded.

We saw that the service had taken time to understand people’s individual way of communicating in order that the service's staff could respond appropriately to people.

The provider had quality monitoring systems in place these were going to be used to bring about improvements to the service as the service developed.

Rating at last inspection

This service was registered with us on 6 January 2021 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk