# Generixcare Luton

*Operated by Generix Associates Limited.*

Generixcare Luton is a CQC-regulated home-care agency in Luton.

## CQC Ratings

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

Rating published: 03/09/2021

## Practical info

- Postcode: LU1 2RS
- Registered manager: Kanwar, Rashim
- Local authority: Luton
- Region: East
- City: Luton
- Last CQC check: 03/Sep/2021 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: The service worked closely with stakeholders including social workers and the local authority.
  - Published: 2023-04-26
- Finding
  - Evidence: The provider employed drivers to transport staff, greatly improving punctuality of care visits.
  - Published: 2023-04-26
- Finding
  - Evidence: The registered manager was described as approachable and available; 15 people and relatives said they would recommend the service.
  - Published: 2023-04-26
- Finding
  - Evidence: An effective complaints system was in place with improvements made in response to concerns raised.
  - Published: 2023-04-26
- Finding
  - Evidence: Care plans were person-centred, regularly reviewed and updated when people's needs changed.
  - Published: 2023-04-26
- Finding
  - Evidence: People were supported by caring, friendly and respectful staff who promoted independence, privacy and dignity.
  - Published: 2023-04-26
- Finding
  - Evidence: Staff received regular supervision, support and mandatory training to meet people's individual needs effectively.
  - Published: 2023-04-26
- Finding
  - Evidence: Medicines were managed safely with regular MAR audits and no unexplained gaps identified.
  - Published: 2023-04-26
- Finding
  - Evidence: Safe staff recruitment processes had been improved since the previous inspection in August 2017.
  - Published: 2023-04-26
- Finding
  - Evidence: Effective risk assessments and safeguarding systems were in place to keep people safe from abuse or harm.
  - Published: 2023-04-26
- **governance** _(minor)_
  - Evidence: Two people commented about the out of hours phone not always being answered. This is an area the provider needs to improve on.
  - Published: 2023-04-26
- **communication_with_families** _(minor)_
  - Evidence: Some people also commented about some of the staff not being able to communicate clearly in English...this did not promote more open and free conversations.
  - Published: 2023-04-26
- **end_of_life_care** _(moderate)_
  - Evidence: Only people requiring end of life care had these care plans...they needed to have this information for everyone they supported.
  - Published: 2023-04-26
- **missed_or_late_visits** _(moderate)_
  - Evidence: Three people told us they had to cancel lunchtime visits because staff were not always able to arrive at their preferred times.
  - Published: 2023-04-26
- Finding
  - Evidence: The provider had a service improvement plan incorporating feedback from people, complaints, compliments and surveys.
  - Published: 2021-10-30
- Finding
  - Evidence: Learning from incidents and complaints was shared via team meetings, supervision and staff communication channels.
  - Published: 2021-10-30
- Finding
  - Evidence: The service worked proactively with other health and social care providers to ensure good outcomes for people.
  - Published: 2021-10-30
- Finding
  - Evidence: The provider maintained an open and honest culture and was receptive to inspection feedback.
  - Published: 2021-10-30
- Finding
  - Evidence: Appropriate pre-employment checks including criminal record checks and references were obtained for all staff.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff had access to sufficient PPE and received COVID-19 infection control training including weekly testing.
  - Published: 2021-10-30
- **record_keeping** _(moderate)_
  - Evidence: Another risk assessment was inaccurately completed resulting in an incorrect level of risk being identified.
  - Published: 2021-10-30

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2021-10-30
- Finding
  - Preventing and controlling infection
  - Published: 2021-10-30
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2021-10-30
- Finding
  - Using medicines safely
  - Published: 2021-10-30
- Finding
  - Staffing and recruitment; Assessing risk, safety monitoring and management
  - Published: 2021-10-30

### well_led

- Finding
  - Working in partnership with others
  - Published: 2021-10-30
- Finding
  - Continuous learning and improving care; duty of candour
  - Published: 2021-10-30
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2021-10-30
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2021-10-30

## 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/1-2155383702

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