Our current view of the service
Updated
9 May 2025
Date of Assessment: 14 July to 14 August 2025.
The service is a care at home service registered to provide support to older people, including people who may live with dementia. At the time of inspection there were 170 people using the service and of those 161 people were receiving the regulated activity personal care. This was the first rated inspection of the service. A registered manager was in place. The registered manager is registered with the Care Quality Commission and is legally responsible to ensure that the service is compliant with legal and regulatory requirements.
There were enough staff with the necessary skills, qualifications and experience. However, improvements were needed to roster management and communication to ensure people and staff were kept informed and people received consistent care from staff they knew. People were treated with kindness and compassion. Staff protected their privacy and dignity. Staff received training to maintain high-quality care. Staff knew the care and support needs of people they supported, but improvements were needed to ensure care records reflected the care provided by staff.
People were supported to ensure their health care needs were met and many people were supported to maintain or regain some independence. Effective systems were in place to protect people and staff and to ensure their safety. People were supported to take informed risks to improve their quality of life. People had opportunities to be part of the community and to access social amenities to improve their well-being. Systems were in place to monitor the quality and safety of the service. However, some improvements were needed to care records and roster management to ensure people received person-centred, consistent and timely care.
People's experience of the service
Updated
9 May 2025
We received very positive comments from people and relatives about the caring nature of staff. Relatives and people told us staff were kind and caring, they were patient and treated people as individuals. They said staff were supportive of people and their families. Their comments included, “Staff are definitely all kind and caring, they treat [Name] with privacy and respect and as a friend with banter”, “Staff cannot do enough for you”, “Staff are a godsend, I can now go to work knowing that [Name] is fine,” “I could not fault any carer we have had, they have [Name] laughing” and “The girls are exceptional, they are the best ones I have ever had.” Not all people received care in a timely and consistent way, from staff they knew. People and relatives comments included, “The allocated times are debatable, especially for the evening visits”, “There is a rota of different carers which can vary, not always on time, that is the only downside to [Name]’s care package”, “Staff and timings do get swapped around”, “The carers vary for visits” and “Staff do not always maintain the same routine.” Other comments included, “[Name] sees the same 2 regular carers who arrive on time and stay their allocated time” and “[Name] has a roster of 4 carers, they have got know [Name] well now.”
People, relatives and staff were positive about the open culture of the service, they all said they were listened to, had opportunities to give feedback and any concerns were addressed. Their comments included, “I have never had to complain, I have sent e mails to say how good staff are” and “If I had any complaints I would go to the manager, they are friendly and approachable and would action any concerns.” People and relatives said communication was effective, including an on-call system when the office was closed. Their comments included, “I can contact the office any time”, “If staff are running late, they will call us, communication is by phone” and “I have the manager’s mobile number, the office staff are very helpful.”