- Homecare service
Key 2 Care Stoke
Assessment report published 23 October 2026
Contents
Ratings
Our view of the service
Date of inspection: 07 September to 16 September 2026. Key 2 Care Stoke is a domiciliary care agency providing personal care to older people and younger adults in their own homes who may be living with dementia, drugs and alcohol misuse, a physical or sensory impairment and a learning disability or autistic spectrum disorder.
We assessed the service against ‘Right support, Right care, Right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted.
This was the first inspection of the service since their registration with us. The overall rating for the service is good based on the findings of this inspection.
Staff worked collaboratively with people, relatives and health professionals to manage risks, safeguard people from harm and respond to changes in need. There was a positive learning culture where incidents and concerns were used to drive improvements. Although people received safe support with their medicines and risks were generally managed well, improvements were identified in relation to the timely updating of records and risk assessments to ensure they reflected the support provided.
People received effective care and support that was based on comprehensive assessments, which were regularly reviewed and delivered in line with their individual needs and preferences. Staff worked with people, relatives and healthcare professionals to promote positive outcomes and support people to maintain their health, wellbeing, independence, choice and control. Staff had access to clear guidance, training and support to provide evidence-based care. People's rights were upheld through consent, and staff demonstrated a strong understanding of the Mental Capacity Act 2005.
People were consistently treated with kindness, dignity and respect by staff who knew them well and understood what mattered to them. Staff developed positive and caring relationships with people, providing reassurance, emotional support and responding promptly to their needs. People were supported as individuals, with care tailored to their preferences, circumstances and aspirations. Staff actively promoted people's independence, choice and control, encouraging them to maintain skills and make decisions about their lives. A positive and supportive culture also enabled staff to feel valued and well supported in their role.
People received personalised care which was responsive to their changing needs, preferences and circumstances. Effective communication, partnership working and flexible care arrangements helped ensure continuity of care and timely access to support. Staff understood and responded to people's diverse needs, promoting equality, inclusion and accessible communication, whilst ensuring people felt listened to and involved in their care. Systems were in place to support people to plan for care preferences at the end of their life.
The service was led by an open, inclusive and person-centred culture which promoted high-quality care, continuous learning and positive outcomes for people. Staff were positive about management, who were approachable, supportive and committed to both people's wellbeing and staff development. There was a strong culture of openness where staff felt able to raise concerns, share ideas and contribute to service improvements. The provider worked effectively in partnership with other professionals and promoted equality, diversity and inclusion across the workforce.
Governance systems were in place to monitor quality and drive improvement. However, improvements were needed to ensure the systems in place relating to medicine and care records were consistently effective. The registered manager responded promptly to address these concerns and strengthen oversight arrangements.
People's experience of this service
People spoke positively about their experiences of receiving care and support. They told us they felt safe, listened to and involved in decisions about their care. People and relatives described staff as kind, caring and respectful, and said support was delivered in a way that protected their dignity, promoted their independence and reflected their individual preferences and routines. One person said, “I’m very happy with the care I receive.” Another person said, “I do feel safe when they [staff] are around, they [staff] will support me when I need it, but allow me to be independent as much as I can be.” Another person said, “They [staff] help me be as independent as I need but don’t push too much, and I never feel rushed.”
People and their relatives told us staff knew them well and understood their needs. They were involved in the planning and reviewing of their care and felt able to raise concerns, provide feedback and request changes to their support. One person said, “I have had to change my call times due to an appointment a few times and it hasn’t been a problem.”
People described staff as responsive to changes in their health and wellbeing and said they would seek support from healthcare professionals when needed. Relatives told us communication was good, and staff kept them informed of any concerns about their family member's wellbeing. One relative said, “The carers notice if there is a new need and contact us directly to discuss.”
People felt confident in the skills and knowledge of staff and told us they received support that met their assessed needs. They spoke positively about the continuity of care they received and told us staff encouraged them to remain as independent as possible. People were by supported by staff to maintain their health and wellbeing, who monitored changes in their condition and responded promptly when concerns arose.
People and relatives spoke positively about the culture of the service and their interactions with the management team. They felt listened to, valued and reassured that any concerns or issues raised would be acted upon. Feedback demonstrated people experienced a service that was caring, responsive and focused on achieving positive outcomes while respecting their choices, rights and individuality.