Advance Healthcare (UK) Limited was rated Requires Improvement overall following a January 2023 inspection, driven by gaps in risk assessments, inconsistent call-time delivery, a failure to notify CQC of a safeguarding concern, and governance systems that did not identify issues found on inspection. The service demonstrated strengths in consistent staffing, infection control, medication support, and person-centred care delivery by frontline staff.
Concerns (9)
criticalCare planning: “for one person who received medication for epilepsy, there was no care plan or risk assessment in place to advise staff on how to support them safely if they experienced a seizure.”
critical
Safeguarding
: “the registered manager had failed to notify CQC of a safeguarding concern, as required to do so by law, that had been bought to their attention.”
moderateMissed or late visits: “lunchtime call is half hour early. I told them; they keep saying they have a lot on. It is all the time. Every week.”
moderateMissed or late visits: “We have had missed calls on 2 occasions when they have struggled to get staff.”
moderateGovernance: “Systems and processes to ensure monitoring and oversight of the service had failed to identify some issues found on inspection.”
moderateCommunication with families: “You don't know what's going on, this is the first staff meeting for months, the last one was in October and we were told the next would be in 6-8 weeks.”
moderateRecord keeping: “care records did not always hold the most up to date information regarding people and their care needs.”
minorStaff training: “There's a lot of training on the computer, but no face to face training for a while; it would be nice to see someone face to face.”
minorIncident learning: “The latest analysis of this information had not identified any patterns or trends for future learning.”
Strengths
· People felt safe with a consistent group of well-recruited staff who knew them well.
· Staff followed latest infection control guidance and had access to plentiful PPE supplies.
· Accidents and incidents were reported, acted on, and analysed monthly.
· People's needs were assessed prior to care and staff were aware of healthcare needs and preferences.
· Staff supported people to access healthcare appointments and contacted professionals when needed.
Quality-Statement breakdown (15)
safe: Assessing risk, safety monitoring and managementRequires improvement
safe: Staffing and recruitmentRequires improvement
safe: Systems and processes to safeguard people from the risk of abuseRequires improvement
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsRequires improvement
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringRequires improvement
well-led: How the provider understands and acts on the duty of candourRequires improvement
well-led: Engaging and involving people using the service, the public and staffRequires improvement