Updated 20 May 2025
Date of assessment: 19 August to 27 August 2025. This service is a domiciliary care service, registered to provide personal care for people living in their own homes in the community. They provide support to people with a range of different needs including older people, younger people, people with dementia and people with a learning disability. Not everyone who uses a domiciliary care service receives personal care. CQC only inspects where people receive personal care.
An assessment has been undertaken of a specialist service that is registered for use by autistic people or people with a learning disability. At the time of the assessment, the service was not used by anyone with a learning disability or an autistic person for personal care. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.
This assessment was to check on action we asked the provider to take at our last visit. We rated this service under our previous methodology in October 2023 where it was inspected and rated as requires improvement overall. We found breaches of regulations in safe care and treatment and good governance.
At this assessment the provider remained overall requires improvement. The provider remained in breach of the legal regulations relating to safe care and treatment and good governance.
The provider did not have effective governance systems demonstrating clear management and oversight of the service. Quality monitoring and auditing was not sufficiently robust and had not identified the concerns found during the assessment.
Where quality audits had been completed, these failed to demonstrate they were meaningful and effective. Some aspects of the service, such as care plans and medicines, were not robustly audited.
People’s medicines were not always managed safely.
Risk assessments were not always in place to mitigate risks to people. Some Care plans to guide staff practice about how to manage risks, lacked sufficient information to tell staff what they must do to manage the risks and what a change of need may look like for individuals.
Accidents and incidents were investigated and actions were taken, however the provider failed to record any lessons learnt to mitigate the risk of re-occurrence.
Whilst we found no evidence of negative impact on people using the service, systems were not robust enough to fully protect people from potential risk of harm.
Staff were recruited safely and felt supported within their role. Staff built up a good rapport with people and delivered care with kindness and compassion. People were supported by staff to have maximum choice and control of their lives.
The provider welcomed our feedback and said they would take actions to make improvements.
We have asked the provider for an action plan in response to some of the concerns found at this assessment. In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website.