Universal Complex Care

Updated 18 May 2023

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

This inspection was carried out by 1 inspector.

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 provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

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

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 03 May 2023 and ended on 05 May 2023. We visited the location’s office/service on 03 May 2023.

What we did before inspection

We reviewed information we had received about the service since the last inspection.

We used all this information to plan our inspection. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make.

During the inspection

We spoke with 3 people who use the service and 2 relatives about their experience of the care provided. We spoke with members 7 of staff, including the registered manager and the care coordinator. We also received feedback from 1 professional about the service. We reviewed a range of records, these included 4 people's care records, 3 staff files and a variety of records. relating to the management of the service, including policies and procedures.

Updated 18 May 2023

About the service

Universal Complex Care Ltd is s a domiciliary care agency providing personal care for people living in their own houses and flats in the community. At the time of inspection, 7 people were using the service.

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.

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

Staff had been safely recruited and there were sufficient numbers of staff on duty to meet people's needs. Risks associated with people's care were assessed with appropriate guidance in place to inform staff. People's medicines were managed safely.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Staff received an induction when starting in their role and were provided with appropriate training to support their knowledge. People’s nutritional needs were met.

Care plans were reviewed and updated to reflect people’s needs. No-one at the service was receiving end of life care. People and relatives told us the staff were kind and caring in their support.

People, staff and relatives were positive about the registered manager. The processes for monitoring the quality and safety of the service were effective.

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

Rating at last inspection and update and update

The last rating for the service under the previous premises was requires improvement, published (13 January 2022).

The overall rating for the service has changed from requires improvement to good based on the findings of this 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.