2 March 2022
During a routine inspection
About the service
New Generation Healthcare UK Ltd is a domiciliary care service providing personal care and support for people in their own homes. The majority of people receiving support had their care funded by the local authority. At the time of the inspection the service provided support for approximately 26 people.
People’s experience of using this service and what we found
Risk to people were not always assessed and planned for. The provider needed to ensure that risks regarding specific health care conditions were assessed, and staff had the correct information to care for people in a safe way. Medicines were not recorded in line with the provider’s policy. People were not always notified when care staff were running late.
The provider did not have effective quality assurance systems in place to monitor, manage and improve service delivery. Care plans were not always person centred and did not provide consistent information. This meant staff did not always know important information about people.
People were not always supported to have maximum choice and control of their lives and staff did not always support them in the least restrictive way possible and in their best interests; the policies and systems in the service did not always support this practice.
Staff understood the provider's safeguarding policies and were familiar with the reporting procedures. Staff had access to appropriate personal protective equipment (PPE) to help prevent the spread of infection.
Most people were happy with the care they received, and they felt care workers were considerate. People's privacy was respected, and their dignity was maintained. People told us they felt safe and that the registered manager was kind and caring. Staff felt supported by the registered manager.
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
This service was registered with us on 20 December 2020, and this is the first inspection.
Why we inspected
This inspection was prompted by a review of the information we held about this service.
Enforcement
We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to monitor the service and will take further action if needed.
We have identified breaches in relation to person centred care, safe care and treatment, consent, and good governance. Please see the action we have told the provider to take at the end of this report.
Follow up
We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.