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Inspection Summary

Overall summary & rating


Updated 14 March 2020

About the service

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. At the time of the inspection 70 people were receiving the regulated activity of personal care.

People’s experience of using this service

People were protected from abuse. Staff understood how to recognise and report any concerns they had about people's safety and well-being. People’s needs were assessed before starting with the service. People and their relatives, where appropriate, had been involved in the care planning process.

Staff were recruited safely, and the provider followed safe recruitment processes to ensure the right people were employed. Staff training included an induction and ongoing training to ensure staff had the knowledge and skills they required to meet people's needs. There were enough staff to keep people safe.

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.

People's medicines were managed safely, and staff followed procedures to prevent the spread of infections. Risks to people’s health and wellbeing were assessed and mitigated. Staff had formed genuine relationships with people and knew them well and were caring and respectful towards people and their wishes. People received food and drink of their choice. People were supported to access healthcare professionals and receive ongoing healthcare support. People were supported to share their views and shape the future of the care they received.

Care plans provided staff with the information they needed to meet people's needs. Staff worked with other agencies to provide consistent, effective and timely care. We saw evidence the staff and management worked with other organisations to meet people’s assessed needs. The provider and manager followed governance systems which provided effective oversight and monitoring of the service.

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 requires improvement (published 04 March 2019.)

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 14 March 2020

The service was safe.

Details are in our safe findings below.



Updated 14 March 2020

The service was effective.

Details are in our effective findings below.



Updated 14 March 2020

The service was caring.

Details are in our caring findings below.



Updated 14 March 2020

The service was responsive.

Details are in our responsive findings below.



Updated 14 March 2020

The service was well-led.

Details are in our well-led findings below.