# Universal Complex Care

*Operated by Universal Complex Care Ltd.*

Universal Complex Care is a CQC-regulated home-care agency in Harlow.

## CQC Ratings

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

Rating published: 18/05/2023

## Practical info

- Postcode: CM20 2NQ
- Registered manager: Masawi, Precious
- Local authority: Essex
- Region: East
- City: Harlow
- Last CQC check: 18/May/2023 - 00:00

## Inspection findings

### caring

- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2023-05-18
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2023-05-18

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-05-18
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2023-05-18
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-05-18
- Finding
  - Staff support: induction, training, skills, and experience
  - Published: 2023-05-18
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-05-18

### Other

- Finding
  - Evidence: Effective multi-agency working; registered manager proactively engaged in MDT meetings and health professional liaison
  - Published: 2023-05-18
- Finding
  - Evidence: Cultural and equality needs recorded in care plans; staff trained in equality and diversity
  - Published: 2023-05-18
- Finding
  - Evidence: Good governance restored following previous breach of Regulation 17; regular audits of care records, medicines and spot checks in place
  - Published: 2023-05-18
- Finding
  - Evidence: Positive leadership culture; registered manager praised by people, relatives, staff and external professionals
  - Published: 2023-05-18
- Finding
  - Evidence: Staff received thorough induction including shadowing, plus ongoing specialist training (e.g. PEG feeding)
  - Published: 2023-05-18
- Finding
  - Evidence: No missed care visits reported; staffing levels sufficient to meet people's complex needs
  - Published: 2023-05-18
- Finding
  - Evidence: Safe recruitment practices restored following previous breach of Regulation 19, including DBS checks and person-led staff selection
  - Published: 2023-05-18
- Finding
  - Evidence: Medicines now managed safely following previous breach of Regulation 12; electronic system supplemented by paper records
  - Published: 2023-05-18

### responsive

- Finding
  - End of life care and support
  - Published: 2023-05-18
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2023-05-18
- Finding
  - Meeting people's communication needs
  - Published: 2023-05-18
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2023-05-18

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2023-05-18
- Finding
  - Preventing and controlling infection
  - Published: 2023-05-18
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-05-18
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-05-18
- Finding
  - Staffing and recruitment
  - Published: 2023-05-18
- Finding
  - Using medicines safely
  - Published: 2023-05-18

### well_led

- Finding
  - Working in partnership with others; Continuous learning and improving care
  - Published: 2023-05-18
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2023-05-18
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-05-18
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive, and empowering
  - Published: 2023-05-18
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2023-05-18

## 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/1-13452349175

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