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Inspection Summary

Overall summary & rating


Updated 2 August 2019

About the service

Border Cottage Care is a domiciliary care agency, providing personal care to 50 people in their own homes at the time of the inspection.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

People felt safe and trusted the staff who cared for them. Staff understood how to keep people safe and risk management plans were detailed. Staff knew individual risks and felt confident to care for people safely.

Staff felt very well supported through regular training and supervision. People thought staff had the right approach and skills to care for their needs. There was clear communication and effective teamwork within the organisation.

People enjoyed consistent person-centred care from respectful, reliable, compassionate and caring staff.

Regular staff worked with individual people to provide person-centred care within secure professional relationships.

Staff were highly valued and cared about as individuals and there was an open friendly and transparent culture in the service. The service was well managed and the provider empowered and trusted staff to work to a very high standard of care, supporting people in individual and personalised ways. Systems and processes were in place to assess and monitor the quality of the service and the management team was responsive to feedback which enabled them to drive improvement.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Records demonstrated people’s choice, although they needed to be strengthened around best interest decision making.

We made recommendations around the recording and auditing of medicines and the recording of decisions made in people’s best interests.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was Good (report published 6 December 2016).

Why we inspected

This was a planned inspection based on the previous rating.

Inspection areas



Updated 2 August 2019

The service was safe.

Details are in our safe findings below.



Updated 2 August 2019

The service was effective.

Details are in our effective findings below.



Updated 2 August 2019

The service was exceptionally caring.

Details are in our caring findings below.



Updated 2 August 2019

The service was responsive.

Details are in our responsive findings below.



Updated 2 August 2019

The service was well-led.

Details are in our well-Led findings below.