# Ace Care Agency

Ace Care Agency is a CQC-regulated home-care agency in Walsall.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 10/12/2019

## Practical info

- Postcode: WS8 6AT
- Registered manager: Trump, Peter
- Local authority: Walsall
- Region: West Midlands
- City: Walsall
- Last CQC check: 10/Dec/2019 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Staff morale was high; staff felt well supported professionally and personally by managers.
  - Published: 2020-01-29
- Finding
  - Evidence: Complaints raised verbally were taken seriously and resolved to people's satisfaction.
  - Published: 2020-01-29
- Finding
  - Evidence: Care plans accurately reflected the care delivered and were reviewed regularly.
  - Published: 2020-01-29
- Finding
  - Evidence: Mental Capacity Act assessments were completed and best-interest decisions documented appropriately.
  - Published: 2020-01-29
- Finding
  - Evidence: People consistently praised the caring attitude of staff, who respected privacy, dignity, and independence.
  - Published: 2020-01-29
- Finding
  - Evidence: Staff were well trained, supervised, and received regular one-to-one meetings and appraisals.
  - Published: 2020-01-29
- Finding
  - Evidence: Medicines administration was well managed with MAR checks and patch rotation recording in place.
  - Published: 2020-01-29
- Finding
  - Evidence: Staff could recognise signs of abuse and were confident in reporting and whistleblowing procedures.
  - Published: 2020-01-29
- **care_planning** _(minor)_
  - Evidence: Not everyone was aware of their care plan and felt involved in its development.
  - Published: 2020-01-29
- **communication_with_families** _(moderate)_
  - Evidence: "No one ever comes (from the office). I've never seen anyone", "It's important to talk to someone sometimes… say what you think of things".
  - Published: 2020-01-29
- **record_keeping** _(minor)_
  - Evidence: They were not keeping a record of any complaints received verbally or informally.
  - Published: 2020-01-29
- **incident_learning** _(moderate)_
  - Evidence: There was no central record of accidents and no overall analysis of these events was completed.
  - Published: 2020-01-29
- **staff_competency** _(moderate)_
  - Evidence: Where information of concern was received that required further investigation or risk assessment, this had not always been completed and recorded.
  - Published: 2020-01-29
- **missed_or_late_visits** _(moderate)_
  - Evidence: "You don't know who's coming or if they're coming. It makes me feel terrible." "If they're going to be late, they don't bother to tell you"
  - Published: 2020-01-29
- **governance** _(critical)_
  - Evidence: This was a breach of Regulation 18 of the Care Quality Commission (Registration) Regulations 2009 Notification of other incidents.
  - Published: 2020-01-29
- **safeguarding** _(critical)_
  - Evidence: They did not report concerns about people to the local safeguarding authority as required.
  - Published: 2020-01-29
- Finding
  - Evidence: Complaints and concerns were addressed promptly and a new system introduced to manage late calls.
  - Published: 2020-01-29
- Finding
  - Evidence: Improvement made since last inspection: statutory notifications now submitted and risk assessments updated.
  - Published: 2020-01-29
- Finding
  - Evidence: People and relatives were positive about the service and said they would recommend it.
  - Published: 2020-01-29
- Finding
  - Evidence: Staff sought consent before providing care and supported people to make their own decisions.
  - Published: 2020-01-29
- Finding
  - Evidence: Care plans were reviewed regularly and updated when people's needs changed.
  - Published: 2020-01-29
- Finding
  - Evidence: People's dignity, privacy and independence were respected by staff.
  - Published: 2020-01-29
- Finding
  - Evidence: People were supported by regular, familiar staff enabling positive relationships and continuity of care.
  - Published: 2020-01-29
- Finding
  - Evidence: Staff received training including medication support, MCA, and manual handling.
  - Published: 2020-01-29
- Finding
  - Evidence: Staff completed appropriate pre-employment checks including DBS and references.
  - Published: 2020-01-29
- Finding
  - Evidence: People felt safe with staff and risks were assessed with plans in place to minimise harm.
  - Published: 2020-01-29
- **missed_or_late_visits** _(minor)_
  - Evidence: They are supposed to be here 7.15am, but this occasion it was nearly 9am and no one rang to let me know.
  - Published: 2020-01-29
- **supervision_appraisal** _(minor)_
  - Evidence: the registered manager told us these [six monthly observations of practice] had not been completed as often as they would have liked.
  - Published: 2020-01-29
- **governance** _(moderate)_
  - Evidence: no action plan had been put into place to show how the registered manager would address this identified action.
  - Published: 2020-01-29
- **record_keeping** _(moderate)_
  - Evidence: one person's moving and handling risk assessment had not been dated or signed. We also found one person's medicines assessment was out of date.
  - Published: 2020-01-29

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-129939413

HomeCare Compass is an independent guide and is not affiliated with the CQC.