Unique Personnel (UK) Limited – Newham Branch improved from Requires Improvement to Good across all three inspected key questions (Safe, Responsive, Well-led), having resolved a previous breach of Regulation 12 relating to medicines management. The service demonstrated safe, personalised care delivery with effective governance, responsive complaints handling, and strong partnership working.
Strengths
· Medicines managed safely with electronic MAR system alerting office to missed or late medicines; staff required to pass competency assessment before administering unsupervised
· People felt safe with staff and relatives confirmed this; staff trained in safeguarding adults and children and knew how to report concerns
· Comprehensive risk assessments in place covering health conditions, mobility, falls, moving and handling, choking and environment
· Enough staff to meet people's needs; electronic care system monitored late or missed visits; staff given adequate travel time between visits
· Care plans were detailed, personalised and regularly reviewed, including communication needs, cultural and spiritual preferences, and end of life wishes
Quality-Statement breakdown (16)
safe: Using medicines safelyGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
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: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolation; support to follow interests and culturally relevant activitiesGood
responsive: End of life care and supportGood
well-led: Engaging and involving people using the service, the public and staff, fully considering their equality characteristicsGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; Continuous learning and improving careGood
well-led: How the provider understands and acts on the duty of candourGood