Agincare

Updated 28 November 2024

Date of Assessment: 17 December 2024 to 3 January 2025. This assessment was prompted by a review of the information we held about the service. This is the first assessment for this service. The service is a care at home service providing support to 29 older people living in their own homes. The provider had effective governance systems in place to monitor and improve the quality of care. There was a positive learning culture, where the registered manager was pro-active in seeking feedback and implanting learning to make improvements. People and relatives knew how to give feedback and were confident the provider took it seriously and acted on it. Staff told us that they had experienced some communication issues with senior staff. The registered manager was aware of staff’s feedback and were putting measures in place to address this. There were sufficient numbers of staff in place, who had received appropriate training and ongoing support in their role. People’s care reflected their needs and people were consulted around how they wished their care to be delivered. Staff cared for people with dignity and respect. People were given sufficient time during care calls to maintain their independence. People were treated with kindness and compassion and had a good level of consistency in care staff. Staff were positive about their role and had a good understanding of people’s needs. Staff understood and managed risks related to people’s care, which helped keep them safe. Staff had a good knowledge of people’s healthcare needs and the support they required to manage healthcare conditions was documented in their care plans. Safe systems were in place to ensure medicines were administered appropriately where required. Staff worked with stakeholders involved in people’s care to promote the best outcomes and safe transitions when people moved between services.

Updated 28 November 2024

We spoke to 17 people and relatives via telephone calls, to gain feedback about their experiences of receiving care from the provider. Overall, people and relatives told us they were happy with the care provided. One person said, “Excellent service I cannot fault them.” They told us they felt safe receiving care from staff. Comments included, “My [relative] feels very safe with the regular carers.” People received consistent care, from regular staff at agreed times. Comments included, “A weekly rota is sent with carer’s name and time. [I have] got regular carers, never had a missed appointment.” People told us that staff were friendly, helpful and competent in their role. Comments included, “I have found everyone [staff] to be very kind and caring and certainly polite” and, “Staff go above and beyond to help me. They are very reliable and do a good job.” People felt staff promoted their independence, were respectful of their homes and treated them with dignity. People told us, “[Staff are] respectful of the fact that I want to get my independence back and want do things for myself, they have always given me encouragement”, “[When staff arrive] they use the key from the key safe, knock, come in and introduce themselves so I am fully aware they are here” and, “Staff respect my privacy, if I use the bathroom they stay outside until I call them.” People told us office staff were professional, helpful and communicated effectively with them. Comments included, “[The service is] run professionally, office staff are always helpful and polite” and, “If I have had an issue, senior staff at the office have gone above and beyond her role to help.”