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Dolphin Care (IOW) Limited Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 3 September 2019

About the service

Dolphin Care (IOW) Limited is a domiciliary care agency providing personal care and support to people living in their own homes. 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. There were 15 people being provided with personal care at the time of our inspection.

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

People were supported to have choice and control of their lives and staff supported people in the least restrictive way possible and in their best interests; however, the systems used to support this practice needed further time to become embedded in practice to ensure legal requirements were met consistently.

People’s risk assessments were not always robust or fully recorded; however, staff understood the risks and knew how to keep people safe.

Medicines were managed safely by trained, competent staff; however, medicines that people were allergic to were not always recorded on their medication records.

A new quality assurance system was in place to continually assess, monitor and improve the service; however, this needed further time to become fully effective.

People told us they felt safe being supported by Dolphin Care staff and there were new systems in place to protect people from the risk of abuse.

New recruitment procedures had been introduced to help ensure only suitable staff were employed.

Enough staff were available to complete all care calls and staff followed appropriate infection control techniques during visits.

Staff completed a wide range of training. They were competent, followed best practice guidance and received appropriate support from managers.

People’s needs were met in a personalised way by staff who were kind, caring and responsive.

People knew how to raise concerns. They had confidence in the managers and told us they would recommend the service to others.

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 inadequate (published 18 February 2019) and there were multiple breaches of regulation.

At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

This service has been in Special Measures since February 2019. During this inspection the provider demonstrated that improvements had been made. The service is no longer rated as inadequate overall or in any of the key questions. Therefore, this service is no longer in Special Measures.

However, the service has been rated inadequate or requires improvement for the last three consecutive inspections. We describe what we will do about the repeat requires improvement in the follow up section below.

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


Requires improvement

Updated 3 September 2019

The service was not always safe.

Details are in our Safe findings below.


Requires improvement

Updated 3 September 2019

The service was not always effective.

Details are in our Effective findings below.



Updated 3 September 2019

The service was caring.

Details are in our Caring findings below.



Updated 3 September 2019

The service was responsive.

Details are in our Responsive findings below.


Requires improvement

Updated 3 September 2019

The service was not always well-led.

Details are in our Well-led findings below.