- Homecare service
Progressive Support Services Ltd
Assessment report published 14 July 2026
Contents
Ratings
Our view of the service
Date of assessment: 22 – 29 June 2026.
Progressive Support Services Ltd provides a domiciliary care service to adults with a range of conditions. The service is registered to provide care to older and younger adults, people with a learning disability, living with dementia and both mental and physical health needs.
At the time of the inspection, the domiciliary care service was supporting 70 people with their personal care needs.
We found the provider to be in breach of regulations in relation to safe care and treatment, consent to care and good governance. In instances where CQC has begun a process of regulatory action, we may publish this information on our website after any representations and/or appeals have been concluded, if the action has been taken forward.
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, independence and good access to local communities that most people take for granted.
We found there was limited awareness and regard for ‘Right support, right care and right culture’ guidance. For example, the provider demonstrated no awareness of the guidance, and people’s care records did not always make reference to the principles underpinning this guidance.
Care plans and risk assessments did not always provide clear, detailed and person-centred information and guidance about people’s needs and risks. Care plans and risk assessments were not updated with new information and guidance following safety events where people were exposed to risk and harm.
The application of the principles of the Mental Capacity Act 2005 (MCA) was not always applied for individuals assessed as lacking mental capacity regarding their care.
Staff were not always recruited safely in-line with good practice guidance. Staff meetings did not take place on a regular basis. Governance arrangements were not always robust or effective, which meant there were missed opportunities to share lessons and drive service improvement.
Policies and procedures were in place to support people and staff. People received effective transitions to the service. There was a process to report concerns and we saw evidence people, relatives and staff were confident these would be taken seriously. Staff had a good awareness of people’s needs and preferences. The provider fostered a positive and inclusive environment for staff.
People's experience of this service
People and relatives felt people received safe care from staff. However, safety events involving people experiencing risk and harm were not used as opportunities to update people’s care plans and risk assessments and support learning and guidance.
While most people and relatives told us they had had limited contact with the provider, they knew how to raise concerns to the provider and felt these would be taken seriously and acted on.
People and relatives told us people’s call times were largely completed as scheduled, and they were contacted if staff were running late.
Most people and relatives felt staff knew people well, and, with the exception of the communication skills of some staff being reported as an issue on occasions, had the skills to meet their needs and respect their wishes.