# Ensure Care Ltd

Ensure Care Ltd is a CQC-regulated home-care agency in Leamington Spa.

## CQC Ratings

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

Rating published: 12/07/2023

## Practical info

- Postcode: CV31 2QE
- Registered manager: Dulay, Balwinder
- Local authority: Warwickshire
- Region: West Midlands
- City: Leamington Spa
- Last CQC check: 12/Jul/2023 - 00:00

## Inspection findings

### effective

- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2023-07-21
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-07-21
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-07-21
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-07-21
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-07-21

### Other

- Finding
  - Evidence: One staff member communicated with a person in Urdu to encourage participation in care, reflecting person-centred practice.
  - Published: 2023-07-21
- Finding
  - Evidence: The provider participated in a pilot project supporting hospital discharge, working in partnership with external agencies.
  - Published: 2023-07-21
- Finding
  - Evidence: Feedback about people's experiences was gathered through questionnaires, telephone calls and spot checks.
  - Published: 2023-07-21
- Finding
  - Evidence: A positive staff culture was evident, with staff demonstrating pride in their roles and reporting accessible, supportive management.
  - Published: 2023-07-21
- Finding
  - Evidence: Staff spoke positively about their training and the provider worked with the local authority to access face-to-face and practical training.
  - Published: 2023-07-21
- Finding
  - Evidence: The provider worked in partnership with other healthcare professionals to meet people's needs and respond quickly to health changes.
  - Published: 2023-07-21
- Finding
  - Evidence: People's needs were assessed before they started using the service and care plans included eating and drinking support.
  - Published: 2023-07-21
- Finding
  - Evidence: Staff were trained in infection prevention and control and provided with Personal Protective Equipment (PPE).
  - Published: 2023-07-21
- Finding
  - Evidence: Staff recognised the importance of keeping people safe from the risk of abuse and avoidable harm and were trained in safeguarding.
  - Published: 2023-07-21
- **safeguarding** _(critical)_
  - Evidence: When safeguarding concerns were raised, the registered manager took action to investigate those concerns and refer them to the local authority. However, CQC were not always notified.
  - Published: 2023-07-21
- **staff_competency** _(critical)_
  - Evidence: One relative said, 'One carer pulled out my relative's catheter and my relative ended up in hospital.'
  - Published: 2023-07-21
- **missed_or_late_visits** _(moderate)_
  - Evidence: Some people told us their call times were suitable, other people said they were too early or late. People did not always know which care staff were coming.
  - Published: 2023-07-21
- **complaints_handling** _(moderate)_
  - Evidence: The provider had a complaints policy. However, records to demonstrate how complaints were responded to, as per the provider's policy, were not available.
  - Published: 2023-07-21
- **consent_capacity** _(moderate)_
  - Evidence: Two people's care records included a statement of capacity confirming they lacked capacity, which the registered manager advised us was incorrect.
  - Published: 2023-07-21
- **record_keeping** _(moderate)_
  - Evidence: Quality assurance checks were not always recorded or available to view during the inspection. The manager told us that medicine competency observations were carried out, but there were no records.
  - Published: 2023-07-21

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2023-07-21
- Finding
  - Preventing and controlling infection
  - Published: 2023-07-21
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-07-21
- Finding
  - Staffing and recruitment
  - Published: 2023-07-21
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-07-21
- Finding
  - Using medicines safely
  - Published: 2023-07-21

### well_led

- Finding
  - Continuous learning and improving care; Working in partnership with others
  - Published: 2023-07-21
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2023-07-21
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-07-21
- Finding
  - Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirements
  - Published: 2023-07-21

## 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/1-489365173

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