# First Choice Care Agency Limited

First Choice Care Agency Limited is a CQC-regulated home-care agency in Leicester.

## CQC Ratings

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

Rating published: 29/06/2023

## Practical info

- Postcode: LE5 0QD
- Registered manager: Mhaka, Vena
- Local authority: Leicester
- Region: East Midlands
- City: Leicester
- Last CQC check: 29/Jun/2023 - 00:00

## Inspection findings

### effective

- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2023-06-29
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-06-29
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-06-29
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-06-29
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-06-29

### Other

- Finding
  - Evidence: Infection prevention and control training completed; PPE supplied and competency checks undertaken.
  - Published: 2023-06-29
- Finding
  - Evidence: Quality assurance procedures introduced to seek feedback from people and relatives twice yearly.
  - Published: 2023-06-29
- Finding
  - Evidence: Registered manager and office manager were open, honest and transparent, acknowledging previous shortfalls and demonstrating commitment to improvement.
  - Published: 2023-06-29
- Finding
  - Evidence: Staff worked effectively with external health and social care professionals, using emergency admission grab sheets.
  - Published: 2023-06-29
- Finding
  - Evidence: Mental Capacity Act assessments implemented and completed as required, with staff demonstrating good understanding.
  - Published: 2023-06-29
- Finding
  - Evidence: Staff received safeguarding training and were aware of their responsibilities; people told inspectors they felt safe.
  - Published: 2023-06-29
- Finding
  - Evidence: Medicines managed safely with care plans, risk assessments, medicine assessment documents, and monthly management review of MAR records.
  - Published: 2023-06-29
- Finding
  - Evidence: Safe recruitment checks completed before staff commenced employment, including DBS checks.
  - Published: 2023-06-29
- Finding
  - Evidence: People received care from regular staff who knew their needs, routines and preferences well.
  - Published: 2023-06-29
- Finding
  - Evidence: No missed calls; late calls were minimal and within agreed tolerance, with staff travel time added to rota.
  - Published: 2023-06-29
- **communication_with_families** _(minor)_
  - Evidence: some staff felt further improvements were required such as an increase in face to face training and in some areas of communication.
  - Published: 2023-06-29
- **staff_training** _(minor)_
  - Evidence: 3 staff who were required to complete stoma and catheter care. The management team told us these staff were not required to provide this training.
  - Published: 2023-06-29
- **governance** _(minor)_
  - Evidence: systems that monitored reviews of care plans and other care documents, had been consistently dated when completed.
  - Published: 2023-06-29
- **record_keeping** _(moderate)_
  - Evidence: the provider's audits had not ensured a person's fluid balance and their urine presentation, was consistently recorded as per guidance in their care plan and risk assessment.
  - Published: 2023-06-29

### safe

- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-06-29
- Finding
  - Learning lessons when things go wrong
  - Published: 2023-06-29
- Finding
  - Preventing and controlling infection
  - Published: 2023-06-29
- Finding
  - Using medicines safely
  - Published: 2023-06-29
- Finding
  - Staffing and recruitment
  - Published: 2023-06-29
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-06-29

### well_led

- Finding
  - Working in partnership with others
  - Published: 2023-06-29
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2023-06-29
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-06-29
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-06-29
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2023-06-29

## 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/1-5895693616

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