AOK Care Ltd

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

The service did not always ensure that people’s needs were assessed in sufficient detail and a plan to manage such risk was not always in place. The service currently did not administer medicines. However, people were assisted to take their medicines by staff prompting them to do so. The service failed to provide comprehensive medicines assessments and guidance for staff in how to support people safely when being prompted to take their medicines. While the service communicated regularly with people who used the service and relatives, a formal quality assurance system was not fully implemented.

People who used the service and relatives told us that they were protected from the risk of abuse. Sufficient staff were deployed to meet people’s needs. We were assured that the service followed safe infection and control practices. The service had a system in place to monitor and assess accidents and incidents.

Staff had access to training to gain the relevant skills and knowledge to support people who used the service. Where people received assistance to eat and drink this had been documented in care plans and people had access to food and drink, they liked. 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.

People and relatives told us that care workers were kind and caring and their wishes had been taken in consideration and respected.

People received person centred care. Their assessments showed they had been involved in the assessment process. Care plans described how people should be supported so that their privacy and dignity were upheld. However, as mentioned above, greater detail was required to ensure staff had all required information to support people holistically.

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 26 August 2019 and this is the first inspection.

Why we inspected

This was a planned comprehensive inspection

Enforcement and Recommendations

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 the assessment and management of risk, the safe management of medicines and effective quality assurance monitoring and assessment.

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.