# Universal Care Services Coleshill

*Operated by Universal Care Services (UK) Limited.*

Universal Care Services Coleshill is a CQC-regulated home-care agency in Birmingham.

## CQC Ratings

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

Rating published: 01/12/2020

## Practical info

- Postcode: B46 3LD
- Registered manager: Varma, Nisha
- Local authority: Warwickshire
- Region: West Midlands
- City: Birmingham
- Last CQC check: 01/Dec/2020 - 00:00

## Inspection findings

### caring

- Finding
  - Communication and responsiveness of office staff
  - Published: 2021-10-30
- Finding
  - Person-centred care and choices
  - Published: 2021-10-30
- Finding
  - Dignity and respect from care workers
  - Published: 2021-10-30

### effective

- Finding
  - Training
  - Published: 2021-10-30
- Finding
  - Mental Capacity Act understanding
  - Published: 2021-10-30
- Finding
  - Supervision and appraisal
  - Published: 2021-10-30
- Finding
  - Staff induction and competency checks
  - Published: 2021-10-30

### Other

- Finding
  - Evidence: Staff proactively communicated with each other informally to try to ensure people were not left without care
  - Published: 2021-10-30
- Finding
  - Evidence: Some care plans contained detailed, clear guidance for staff on supporting people with medical equipment
  - Published: 2021-10-30
- Finding
  - Evidence: Staff recruitment processes were safe, including DBS checks and reference verification
  - Published: 2021-10-30
- Finding
  - Evidence: Staff received safeguarding training and understood their responsibilities to protect people from abuse
  - Published: 2021-10-30
- Finding
  - Evidence: Regular, familiar care workers were praised for treating people with kindness, dignity and respect
  - Published: 2021-10-30
- **safeguarding** _(critical)_
  - Evidence: concern had been recorded but there was limited detail about the actions taken or agreed. This meant we could not be assured the person was safe.
  - Published: 2021-10-30
- **communication_with_families** _(moderate)_
  - Evidence: I phone the office and no-one answers, they don't phone to tell you your call is not happening. There is no communication.
  - Published: 2021-10-30
- **care_planning** _(moderate)_
  - Evidence: person now needed to be cared for in bed due to deterioration in their health... care plan recorded, 'I would like to be left in my armchair'
  - Published: 2021-10-30
- **leadership** _(moderate)_
  - Evidence: No one wants to take responsibility for what is going on... New manager is not approachable. Probably, because we never see them.
  - Published: 2021-10-30
- **staff_competency** _(critical)_
  - Evidence: new staff are not signed off (as competent to administer medicines) but are still doing medication
  - Published: 2021-10-30
- **supervision_appraisal** _(moderate)_
  - Evidence: Staff told us they had not had the opportunity to meet individually with senior staff since the previous manager left
  - Published: 2021-10-30
- **complaints_handling** _(critical)_
  - Evidence: complaint had been made in August 2017 regarding missed and late care calls... this complaint had not been recorded
  - Published: 2021-10-30
- **record_keeping** _(moderate)_
  - Evidence: care plans had not always been updated to reflect people's needs... person no longer had a catheter. The person's care plan had not been updated.
  - Published: 2021-10-30

### responsive

- Finding
  - Complaints handling
  - Published: 2021-10-30
- Finding
  - Care planning and updating
  - Published: 2021-10-30

### safe

- Finding
  - Recruitment
  - Published: 2021-10-30
- Finding
  - Safeguarding
  - Published: 2021-10-30
- Finding
  - Risk assessment
  - Published: 2021-10-30
- Finding
  - Medicines management
  - Published: 2021-10-30
- Finding
  - Staffing levels and deployment
  - Published: 2021-10-30

### well_led

- Finding
  - Staff support and communication
  - Published: 2021-10-30
- Finding
  - Leadership and management oversight
  - Published: 2021-10-30
- Finding
  - Quality monitoring and governance
  - 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/1-677428427

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